IT Technician - HQ

ABOUT US

Fashion Nova is an inclusive fashion-forward and trend-driven apparel and lifestyle brand that celebrates all dimensions of confidence. We use our platform to spread positivity with brands for women, men, curve, luxe, sport, swim, beauty, and kids. We are obsessed with creating the best experience available for our customers and employees.

Fashion Nova was built on the backbone of individuality and inclusiveness. Our brands are worn and celebrated worldwide by customers, celebrities, and influencers because of our uniquely creative and talented employees. 

ROLE OVERVIEW 

The Fashion Nova IT team is focused on initiatives that transform Fashion Nova into a highly collaborative, mobile, and productive workforce. As the IT Technician you will help the Service Desk to continuously improve the delivery of service and support to the company, handling day-to-day IT operations, from hardware setups to account troubleshooting, while always providing the best-in-class client-side support. You will be a technical contact for some computing systems, enterprise applications, and will participate with user onboarding and projects throughout the year.

CORE COMPETENCIES

• Customer focused and motivated by team success
• The ability to quickly adapt to new processes and procedures while dealing with a high volume of requests and ambiguity providing “white glove” service for the user community
• Experience across a wide IT scope including PC and Mac hardware, software applications, and OS support experience including installation, configuration, and troubleshooting
• A historical technical contact for computing systems, enterprise applications and participate with user onboarding and projects throughout the year
• A self-starter with great initiative and drive requiring minimal supervision
• Strong service skills and experience supporting corporate environments

RESPONSIBILITIES

• Support Apple and Windows devices across the enterprise using Jira Service Desk ticketing system
• Support Zoom Communication services including Zoom Phone, Zoom Rooms, Zoom Softphone and all related presentation AV services
• Mobile support including iPhones and tablets
• Hardware refreshes for multiple platforms
• Proficient in scripting and performing mass deployments (UPDATES AND SECURITY PATCHING)
• Document key application functions, admin processes and report on service status
• System imaging process to replicate Windows hardware configurations
• Tend to the incoming requests via the ticketing system to address problems and resolve issues in a timely manner with limited disruption
• Perform ongoing support operations and continuously refine end user documentation
• Create documentation for the Service Desk staff for planning, implementing, testing, rolling out upgrades, updates, and replacement hardware to the enterprise
• Achieve support SLA’s “Mean Time to Resolve” (MTTR)
• Escalate support issues to vendors, follow up and resolve them in a timely manner
• Partner with other business functions to evaluate, prioritize and resolve new issues & problem scenarios
• Collaborate with other technical and functional teams to document and support business rules, system operating procedures 
• Help cross train staff and increase productivity through positive reinforcement and hands-on training

ROLE REQUIREMENTS

• Three plus years of experience in Computer Science, Engineering or related disciplines or equivalent education experience
• System administration in Linux, Microsoft, or other network related fields are a plus
• Working knowledge of virtualization, VMWare, or equivalent
• Experience with One Log In, Slack, Mosyle, Mas360, JAMF, Intune & Trend Micro, scripting and automation tools (a Plus)
• Speaking and presentation skills to deliver end user training along with support
• Experience in both MAC OS and Windows environments.
• Work experience of the following applications: Google Suite/Workspace, Zoom, AD and Mobility
• Understanding of IT Service Management including the ITIL framework
• Ability to create effective documents, systems operating procedures & FAQs
• Knowledge of systems and networking software, hardware, and networking protocols
• Audio Video skills – projection, audio, recording and editing a plus
• Experience supporting Windows and Apple operating systems, related experience in imaging Windows systems
• BA|BS degree or equivalent work experience.
• English, additional language(s) an advantage.
• Schedule of this position:  Monday – Friday | Core business hours | Onsite

BENEFITS

• Formalized career paths
• Flat management platform
• Manager Training Academy
• Creative Development Internship Program
• Fashion Nova Cares Program 
• Flexible Paid Time Off (PTO)
• Medical, Dental and Vision Coverage
• 401k match, with immediate vesting upon eligibility
• Stocked kitchens with gratis snacks and drinks
• Weekly catered lunches
• Summer Fridays at Headquarters
• Team bonding events and programs
• Employee discounts

Fashion Nova, LLC, and subsidiaries thereof, is an Equal Opportunity Employer. We are steadfast in our commitment to equal employment opportunities and pledge that these objectives are reflected in all aspects of our daily operations. We will continue to recruit, hire, train, and advance in employment qualified individuals in all job titles without regard to race, color, national origin, gender, sexual orientation, gender identity, religion, age, status as a protected veteran, criminal history, or status as an individual with a disability; and shall not discriminate against any individual, any such characteristic, nor any other classification protected by local, state and|or federal law.