IT Coordinator

THE ALLSAINTS TEAM

Here at AllSaints we are proud to be a customer centric global team. Our vision is to make the coolest clothes to evoke emotion for our customers, worldwide.

Everything about our style and creativity is curated in-house, from store design and construction to our brand image, digital presence and clothing design. We are truly an agile business: we work at pace and take responsibility for making a difference.

We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

THE ROLE

Reporting to the Head of IT at our LA Studios office in West Hollywood, this position will be responding to helpdesk tickets and supporting the AllSaints retail locations across North America. This position will be part of a dynamic support team that covers over 80 locations and 1000 employees across 5 time zones. Service desk support directly affects the customer experience from the sales transaction to the content displayed at our locations. Join a fast paced and platform agnostic team involved with a variety of technologies.

• This position will reside in our LA Studios Corporate office, and will be an integral partner to the field stores across North America.
• You will be installing (cabling, connecting) and configuring the Microsoft Windows based Point of Sale systems (EPoS) in AllSaints retail stores (some travel may be required).
• You are someone who loves to pick up help desk activities, like remote ticket handling (possibly globally, within the US time zone) as well as on site troubleshooting with devices: PC’s, scanners, printers, servers in the Chicago Warehouse; iPod, audio and video systems, PDQ’s, phone and VoIP connections in the stores.
• Assist with purchasing (vendor contact) and getting systems pre-installed.
• Customer service is an integral part of the position; ensure a high level of customer service to all our field employees and strong awareness of in-store experience when troubleshooting.
• IT help desk tickets include support of the following, but not limited to: Windows 7 and later OS, Mac OS, Android/Apple mobile devices, Google cloud based email and apps Mitel VOIP phones, PC/Mac hardware repair and troubleshooting, POS system including credit card terminals, network equipment including switches, access points and cabling.
• Networking: Intermediate TCP/IP foundation required and Basic LAN/WAN troubleshooting
• Audio/Visual Equipment: Basic A/V knowledge and troubleshooting as well as support projectors, TVs and LED curtains
• Phone Support: Must have exceptional phone etiquette with a 24/7 on call rotation
• Incident Management: Important that SLAs are met, provide detail oriented updates via ticketing system and ability to analyze and escalate issues to appropriate resources when needed.
• Support IT projects as needed

Knowledge, Skills, and Qualifications:

• 2-5 years of IT experience, 1-2 years of help desk experience
• Experience in a Retail/Fashion environment preferable
• Experience installing and troubleshooting Microsoft Windows 7 or later versions
• Active Directory user and group administration
• Familiar with computer Imaging
• Apple OSX installation, configuration and troubleshooting
• Experience with Apple Devices (iPod, iPad, iPhone)
• Structured Cabling
• Ba