Help Desk Support Representative

TravisMathew is a premium apparel brand that exists because we seized an opportunity—and we’re inviting you to take yours. Back in 2007, we saw there weren’t many companies whose clothing bridged the gap between performance and lifestyle, so we created our own. Inspired by the sun, surf, and sand of Southern California, we became a leading innovator in lifestyle performance apparel by making clothes for real life—plus working with premium wholesalers, building a leading e-commerce business, and opening retail stores around the world. We invite you to join team TravisMathew.

JOB OVERVIEW

The Help Desk Support Representative is responsible for providing efficient, timely, and high-quality Level I and II technical support to end-users of TravisMathew information systems.

ROLES AND RESPONSIBILITIES

• Perform computer operational maintenance which includes the ability to install, setup, configure troubleshoot, and optimize client computer systems, peripherals, and components
• Consistently demonstrate professional and superior customer service and interpersonal skills
• Create and update incidents within ticket tracking system including detailed incident and resolution information
• Configure and support anti-virus/anti-malware software and promptly address any reported security breaches
• Update existing documentation as needed and create standard operating procedures and support KBs
• Maintain assets (i.e., laptops, workstations, mobile devices, etc.) and updated inventory lists
• Support new hire account creation, computer set-up and user orientation as needed
• Ensure critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
• Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
• Responsible for all 3rd party client applications, mobile devices, and wireless networking support
• Comply with and support departmental standards, service level agreements, process and procedures as required by IT SOX and security compliance
• Support termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc.
• Uses the company’s ticketing system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
• Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
• Regularly monitors the Support desk dashboard to triage tickets and monitors/prioritizes for ticket aging
• Appropriately escalate widespread incidents to Management or Service Desk lead.
• Performs all other duties as assigned by the Technical Lead(s), Supervisor or Manager

TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

• Exceptional Customer Service, soft skills.
• Proficient in Microsoft Windows desktop OS and the Microsoft Office 365 Suite.
• Working knowledge of Mac/OS X and iOS.
• Working knowledge of Active Directory and Microsoft Windows domains, group policies.
• Able to install, setup, configure, troubleshoot, and optimize basic to moderately complex systems & components.
• Basic understanding of A.I. platforms and tools -Microsoft Copilot preferred.
• Able to recognize and analyze system issues on a working level and identify resolutions or required escalations.
• Able to recognize, understand, and troubleshoot system performance warnings, alerts and errors.
• Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment.
• Basic understanding of 3rd party application support and troubleshooting.
• Strong logic and technical problem-solving ability, along with high attention to detail.
• Experience with multifunction printers, scanners and other standard office equipment.
• At least basic knowledge of network concepts: DNS, DHCP, IP addresses, MAC addresses, Windows firewall.

EDUCATION AND EXPERIENCE

• Minimum 2 years of corporate IT Support Desk experience
• Relevant certifications, such as A+, Microsoft, and customer service training preferred

If your experience is close to what we're looking for, please consider applying! Experience comes in many forms – skills are transferable, and passion goes a long way. We know that diversity makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

TravisMathew is an Equal Employment Opportunity