IT Support Technician - Suwanee, United States - MacPherson's

Description

Role Review

The ideal candidate will possess a strong technical background coupled with excellent communication skills, enabling them to provide effective IT support to our employees and partners.

You are a highly driven individual with strong emotional intelligence; a true self-starter with demonstrated experience in fast-paced organizations. You are a professional with a focus on building successful relationships with external and internal teams. The role will be expected to be a hands-on subject matter expert capable of delivering technical support for business issues and new solutions. You are both operationally minded, and technically proficient in networking, servers, and security standards. A high level of curiosity and desire to truly understand the business will be critical to your success.

This is a full-time position, working Monday through Friday from 6:00 AM to 4:00 PM EST. The hourly rate for this position is $ $28.70 plus 13 days paid vacation in the first year.

Responsibilities

• Provide technical assistance and support for incoming calls and emails to the Help Desk related to computer systems, software, hardware, and networks.
• Diagnose and troubleshoot technical issues and escalate complex problems to appropriate teams for resolution.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Set up and configure new workstations and laptops for employees, ensuring they are equipped with necessary software and security protocols.
• Perform regular maintenance tasks such as software updates, virus scans, and system backups.
• Manage user accounts, permissions, and access rights.
• Assist in the procurement of IT equipment and software, ensuring compatibility and cost-effectiveness.
• Document and maintain records of IT assets, configurations, and procedures.
• Train employees in the proper use of IT equipment and software as needed.
• Stay up to date with advancements in technology and industry best practices.
• Develop reports to measure support and service level performance.
• Manage all Support tickets with our company ticketing system.
• Plan and implement effective testing processes to ensure thorough and successful system development and implementation of new infrastructure equipment and solutions.
• Partner with outsourced IT counterparts to drive successful implementation and support of systems.
• Participate in technology vendor selection activities related to business applications, manage vendor relationships, negotiate vendor contracts with focus on improving total cost of ownership.
• Reinforce and audit security protocols within all systems and processes.
• Participate in proper Change Control processes to minimize risk to key business teams.
• Standardize and document all system processes and security checklists.
• Enforce all security protocols and requirements to ensure we are vigilant and maintain a secure and protected environment.
• Assist with any IT Projects as required by the Director of Information Technology

Qualifications

• B.S. or B.A. degree in Computer Science, Engineering, or related field.
• Minimum of 3 years supporting business users in a corporate environment as an IT Support Technician or similar role.
• Strong knowledge of computer systems, networks, and peripherals.
• Proficiency in troubleshooting technical issues and providing timely solutions.
• Experience with operating systems such as Windows, macOS, and Linux.
• Familiarity with productivity software such as Microsoft Office Suite, Google Workspaces, etc.
• Strong problem-solving skills and attention to detail.
• Strong written and verbal communication skills, including presentation skills. Ability to explain complex technical details to non-technical team members.
• Strong persuasion and negotiation skills, including conflict resolution skills.
• Ability to work effectively in a professional manner with technology staff, business stakeholders, end users, management, and external partners.
• Strong Organizational and time management skills.

Preferred Qualifications

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

Benefits

• Benefits include medical, vision and dental plans
• Section 125
• Disability
• Life insurance
• Voluntary benefits
• 401(k) and Employee Stock Ownership programs (ESOP)
• Tuition Reimbursement
• Holidays, Sick, Paid vacation

The Company

Founded in 1906, MacPherson's legacy is built on a commitment to customer service, teamwork, and creativity, all designed to elevate businesses that serve not only artists but the entire community of creative and imaginative people. The company began as a family wholesale business based in Northern California selling shoe findings supplies to cobblers and shoe repair shops. In the eighties, the company made a strategic shift to art materials which we expanded nationally in the '90s and early 2000s. Today, we are a trusted strategic partner to over 7,000 retailers, providing industry insight and knowledge to support their business, and the largest Employee-Owned supplier of art and creative materials in North America. Manufacturers from around the world rely on MacPherson's to deliver their products – and creative inspiration – to retailers, and ultimately consumers, across North America.

Our greatest strength, however, is our people; the employee-owners of MacPherson's. Our culture is built on our values: Teamwork - Integrity - Respect - Accountability - Innovation - Initiative - 100% Customer Focused - Fun.

We maintain our competitive advantage by serving as the central hub to the global market. The company is the authority in wholesale logistics, brand management, private label, and product development.

We are looking for a candidate who wants to join our dynamic team, leverage their talents, passion, and abilities to help us continue on the journey to our mission: Connecting the World to Creativity.

If an applicant needs reasonable accommodation when applying for this position, please email:

To learn more about MacPherson's go to:

MacPherson's is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.