Position Overview

As a Help Desk Specialist, you will play a pivotal role in providing exceptional customer service and technical support to retail staff and customers. You will serve as the first point of contact for addressing technical issues, troubleshooting, and offering guidance on retail systems, hardware, and software. This role demands a customer-centric approach coupled with strong technical skills to ensure seamless operations within the retail and HQ environment.

We pride ourselves in being flexible, but there are some things we feel very strongly about. We are careful to select people for our team that have demonstrated excellence through their skills, character, and background. It takes talent and drive to meet the challenges of our rapidly evolving environment – and that is all the fun! Are you looking for new ways to raise the bar and not blink at challenges? Do you want a fulfilling career that takes advantage of your talents? If so, then it is time to join the rag & bone IT team. Now is the time to be a part of something big!

What you will be doing:

· Maintain and deploy all switching, routing, firewalls, access points, and other network hardware or software to ensure top-tier network stability and access across all locations of the rag & bone stores

· Monitor network performance and troubleshoot issues as they arise

· Maintain accurate network documentation

· Identify opportunities for workflow improvements and implement automation using scripting tools (PowerShell) and Microsoft Power Automate

· Manage and administer Windows, android and macOS operating systems for the HQ and retail

· Monitor systems performance and troubleshoot issues to ensure high level of availability

· Manage Microsoft 365, Azure Intune, and Azure Entra ID.

· Manage and track inventory of all IT devices to ensure proper refresh cycles and reliability

· Maintain detailed documentation of all systems’ configurations, like new Intune deployment, Intune policies, and procedures

· Oversee and manage the Helpdesk tickets to provide excellent and quick end-user support

· Assist Helpdesk team with escalated issues or with heavy workloads as needed

· Provide excellent end-user support and training to improve user proficiency with IT systems

· Maintain ticketing software and track service requests and projects

· Plan and execute the selection, purchase, installation, configuration, and testing of new equipment (workstations, tablets, handheld scanners, label printers, etc.)

· Experience configuring, implementing, and maintaining the following:

- 8x8 phone system

- Azure Intune

- Azure Entra ID

- Store commerce app

- Office 365

- Apple business manager

Qualifications:

· Ability to maintain and configure systems using tools such as Desktop Central, Azure Intune and Meraki.

· Bachelor’s degree in computer science, Information Technology, or related field.

· Must have excellent verbal and written communication skills.

· Ability to work efficiently in a collaborative team environment.

· Must be detail-oriented, organized, and able to effectively perform multiple tasks.

· Ability to work a flexible schedule during weekdays and weekends, as necessary.

· Strong knowledge of various operating systems (Windows, iOS, Android) and familiarity with retail software applications.

· Proficiency in troubleshooting POS systems, hardware, software, and network connectivity issues.

· Flexible and adaptable to change.

· Supporting and opening new stores.

Rag & bone Office is a Hybrid worksite, which requires any home Office employees to work onsite 3 days a week or 4 days a week, with the exception of any fully remote role.