Gildan

IT Support Technician

Gildan

full-time

Posted on:

Origin:  • 🇺🇸 United States • North Carolina

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Job Level

Mid-LevelSenior

Tech Stack

Yarn

About the role

  • Coordinates IT Technical Support and the operations of the local IT Support Desk to maintain technical support for business personnel and equipment.
  • Provides leadership and technical assistance to facility personnel pertaining to E-mail, cell/phone system, basic computer needs, trouble-shooting issues, contact for local service providers and acting as the main IT contact at assigned facility.
  • Provides technical assistance to other groups within the Gildan IT organization on project development, testing, and implementation.
  • Perform primary analysis for incidents and request sent to the Global Service-Desk.
  • Provide hardware and software support services and guidance to customers.
  • Maintain site hardware and software inventories.
  • Provide first and second-level support for incidents and requests.
  • Primary analysis and data gathering of information for all incidents.
  • Manage and supervise IT related issues at assigned facility.
  • Attend DC management meetings to discuss projects and users’ IT related issues.
  • Plan and manage additional readiness of IT equipment and services during high season (holiday season).
  • Act as the main contact for our Global IT department at assigned facility.
  • Work closely with facility management team as well as the IT Manager to assist in implementation of projects, procedures, policies, and goals.
  • Evaluate device connectivity, Internet and MPLS circuits and traffic.
  • Work closely with our operation center and telecom group to troubleshoot and fix any issues related to RF, wireless, Internet and MPLS connectivity.
  • Be the facility IT contact for vendors and service providers.
  • Coordinate services, repairs, upgrades, or moves of our data and voice circuits as needed.
  • Schedule and supervise the service maintenance of IT UPS, generator, and safety equipment.
  • Provide technical support on mobile devices such as Zebra printers and handheld scanners.
  • Provide technical support on all IT supported software, label printer setup and operation and ADP clock support and configuration.
  • Administer cell phone accounts for users at the assigned facility.
  • Complete clear and concise documentation on all issues reported/resolved.
  • Ensure tickets are created for all work tasks unless otherwise directed.
  • Perform other duties as assigned to meet business needs.

Requirements

  • High School Diploma + Minimum of 5 years of relevant experience OR University degree
  • Strong customer service skills required.
  • Strong communication skills, both written and verbal required.
  • Strong documentation skills a must for ensuring work tasks are logged.
  • Strong analytical and problem-solving skills required.
  • Proven record of self-motivation and an ability to make decisions and act based on existing processes and procedures.
  • Ability to work and perform well under pressure and exhibit flexibility to adapt to changing environment needed.
  • Must be able to successfully work closely with colleagues in a team-based environment.
  • Knowledge of Zebra products such as label printers and handheld scanners.
  • 2-3 years’ experience within a help desk environment preferred.
  • Extensive knowledge of mobile device services and management tools.
  • Minimum two years working experience with Windows 11 and Microsoft 365.
  • Must be comfortable with all facets of PC, laptop hardware, setup, and maintenance, including installation and configuration of hard drives, NICs, printers, and other PC accessories.
  • Experience working with: SCCM. SEP, AD, Service Now, Client Access, MS Office, LAPS.
  • Company sponsored A+ certification required within 6 months of employment.
  • Basic understanding of Warehouse Management Systems.
  • Availability for uncommon working schedule as needed with occasional overnight and local travel to other locations may be required.