General Summary: The End User Support Specialist will provide hardware and software support services to enable business productivity on endpoint devices such as desktops, laptops, tablets, printing, audio/video conferencing and general IT support. The role will provide technical assistance and training in the use of corporate supported applications and systems to resolve incidents and requests such as hardware and software problems, upgrades, acquiring access to applications or data. The Specialist will support on-boarding and off-boarding of associates. The Specialist will utilize strong analytical and communication skills to facilitate efficient solutions to IT end user support.

Reports to: Supervisor End User Support

Essential Duties and Responsibilities:

• Support end user technology hardware and software both remotely and in-person
• Provide corporate end user device management (Windows, Mac, Virtual)
• Resolve hardware incidents, document solutions, and provide 1:1 support and training
• Resolve hardware incidents
• Deploy new hardware – Onboarding.
• Coordination of repairs both warranty and out of warranty
• Retrieve hardware from displaced associates - Offboarding
• Maintain accurate inventory of all assets.
• Support video conferencing technology and train end users.
• Maintain decom hardware and prep for recycle events.
• Serves as a liaison to other groups and actively contributes to IT knowledgebase.
• Track incident patterns and escalate to management and the necessary IT partners.
• Utilize standard toolsets to provide an efficient and controlled support experience for users
• Deploy technology solutions based on customer needs; analyze and recommend hardware and software acquisition
• Assist our global customers in assessing needs and providing business justification for equipment and services
• Resolve software incidents, document solutions, and provide 1:1 support and training

Required Experience & Education:

• Minimum 1 year of IT hands on support experience
• Associate degree from an accredited college/university with an emphasis in engineering, computer science or equivalent work experience
• A+ Certification or equivalent work experience

Required Skills and Competencies:

• Able to work independently and efficiently to meet deadlines
• Able to promptly answer support related email, phone calls and other electronic communications
• Self-motivated, detail-oriented and organized
• Advanced PC troubleshooting Windows OS and Mac OS, applications, and hardware
• Proficient with applications used in a corporate environment such as Microsoft, Apple and Adobe productivity products, email, and ticket systems
• Excellent communication (oral and written), interpersonal and presentation skills
• Windows and Mac support experience with working knowledge of Active Directory to maintain user and machine accounts, access rights for users and groups
• Highly organized and team-oriented; possess a patient attitude to deal with a variety of situations and personalities
• Experience troubleshooting network connectivity for users and devices, (wired and wireless)

Preferred Qualifications:

• White-glove customer support experience; executive support
• Ability to use good judgment to determine if customer assistance can be provided immediately or escalation is required
• Experience training users on basic to intermediate functions and capabilities of technology
• Windows and Mac certification and/or deployment and management experience preferred
• Enterprise experience within an Active Directory domain-based environment preferred
• Experience with SCCM and JAMF

Physical Demands

• Able to pack, unpack and lift computers and peripherals
• Travel is rare and typically local (e.g., dropping off equipment at a courier like Purolator). In exceptional cases, may require infrequent travel to another company office (e.g., NY or Columbus)

Why Choose Us:

• Flexible work schedules
• Flexible Fridays
• Daily Wellness Hour & Virtual Yoga Classes
• Remarkable Training & Development Programs & Learning Tracks
• Engage in Diversity- Join a Global Business Resource Groups or our DBC DE&I Council!
• Exciting Virtual & In-Person Head Office Events
• Amazing shoe discount!

STEP INTO A CAREER YOU'LL LOVE

At Designer Brands Canada, we encourage you to be yourself and respect others for who they are. Our diversity makes us strong and creates an inclusive and welcoming environment where everyone's self-expression is highly valued. We know that fostering diversity and inclusion brings out your full potential and creates an engaging environment for everyone. We believe that you, in all your uniqueness, belong at Designer Brands (Canada). We welcome all applicants. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please advise our Human Resources team if you require an accommodation at any time during the recruitment process.

To view all open positions visit our Career Page at www.careers.designerbrandscanada.com