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IT Support Specialist

3 months ago

Philadelphia, United States Lagos Full time

POSITION: IT Support Specialist (Desktop Support Specialist)

REPORTS TO: Director, Technology

WORK ENVIROMENT: Corporate Office

LOCATION: Philadelphia, PA

DEPARTMENT: Technology

JOB TYPE: Full Time

JOB LEVEL: Associate

FLSA CATEGORY: Exempt (Salaried)

WORK SCHEDULE: M-F (9:00am- 5:30pm)

REMOTE WORK: No - 5 days onsite

TRAVEL REQUIRED: Local Philadelphia travel to retail store as needed,

BENEFITS & PERKS: Bonus Eligibility, Healthcare Benefits (Medical, Dental, Vision), Paid Parental Leave, Employer-paid Short Term Disability, 401(k) with Employer Match, PTO & Sick Time, Employee Merchandise Discount, and more

About us:

Since 1977, LAGOS has been a pioneer in fine jewelry, combining precious materials and expert craftmanship to offer modern, iconic styles. From meticulously crafted designs to sumptuous details, each piece tells a story of timeless sophistication. Founded by master jeweler, Steven Lagos, the brand's signature Caviar collections offer bold, unique styles that encourage personal expression.

Job Summary:

Our small Technology team tackles a diverse range of projects across multiple tech disciplines, providing essential support to various departments and team members with differing levels of technical expertise. We prioritize speed, dependability, and strong interpersonal skills to ensure high performance and professional interactions. A resilient mindset and a readiness to learn and contribute are key to thriving in this collaborative environment.

Ideal Candidate:

You thrive in a fast-paced environment where every day presents a new challenge. Your natural curiosity drives you to explore innovative solutions, while your resilience helps you navigate obstacles with confidence and grace. You're not just technically skilled; you also excel at connecting with others, breaking down complex concepts for teammates of all technical levels. Valuing collaboration, you bring a positive, can-do attitude to the team, always ready to lend a hand or share your knowledge. A proactive problem-solver, unafraid to take initiative, your dependability ensures that projects are completed on time and to the highest standard. With a strong work ethic and adaptability, you are eager to grow both personally and professionally in a dynamic tech environment.

Duties & Responsibilities:

  • Manage and resolve IT support tickets efficiently, ensuring user satisfaction and system reliability, while acting as the traffic cop for inbound ticket assignments.
  • Serve as a point of support for MS Office 365 applications, including Teams, providing expertise and assistance.
  • Ensure effective communication with team members across all levels of tech proficiency and liaise with global teams, emphasizing strong written communication skills.
  • Provide comprehensive desktop support, including physical computer setups, troubleshooting, software installations, general support queries, and basic printer maintenance/troubleshooting.
  • Offer mid-level support for network systems, including hands-on troubleshooting and configuration tasks.
  • Develop a solid understanding of NetSuite to support users, troubleshoot issues, and coordinate with the broader IT team about system updates.
  • Maintain and update user account information and email addresses via Microsoft Directory, and partner with HR and managers to ensure smooth onboarding and offboarding processes.
  • Occasionally travel to local store sites to assist with hardware setups or provide remote support as necessary.

Job/Skill Requirements:

  • 2+ years of relevant experience in tech support, preferably with exposure to a diverse user base.
  • Familiarity with using and managing IT ticketing systems and project management tools.
  • Strong skills in Microsoft Office 365, particularly Teams required.
  • Experience with NetSuite or other ERP systems preferred.
  • Experience with remote support tools.
  • Practical networking experience required.
  • CompTIA A+ or equivalent hardware certification is a plus.
  • Any Microsoft Office or NetSuite certification is a plus.
  • Other relevant IT industry certifications.
  • Excellent written and interpersonal communication skills. Friendly, patient, and a great communicator.

Physical Demands:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Required to sit; climb or balance; and stoop, kneel, crouch or crawl.
  • Required to regularly lift and/or move up to 30 lbs of equipment.
  • Required to possess specific visons abilities, including close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus.
  • Must be able to access all areas of the facility to determine needs.
  • Occasional travel to Philadelphia & NYC offices.

Equal Employment Opportunity:

LAGOS is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin, or citizenship. We are committed to a diverse workforce. We value all employees' talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.