Coordinates IT Technical Support and the operations of the local IT Support Desk to maintain technical support for business personnel and equipment. Provides leadership and technical assistance to facility personnel pertaining to E-mail, cell/phone system, basic computer needs, trouble-shooting issues, contact for local service providers and acting as the main IT contact at assigned facilities. Provides technical assistance to other groups within the Gildan IT organization on project development, testing, and implementation.
Key Areas of Responsibility
Perform primary analysis for incidents and request sent to the Global Service-Desk
Answer customer telephone calls for various levels of IT support, open incidents on their behalf
Provide desktop support services and guidance to customers and team members
Maintain global hardware and software inventories
Gather all required information and provide first level support for incidents and requests
Primary analysis and data gathering of information for Application incidents
Manage and supervise IT related issues at assigned facilities
Attend DC Management meetings to discuss projects and users’ IT related issues
Plan and manage additional readiness of IT equipment and services during high season (Holiday season)
Act as the main contact for our Global IT department at assigned facilities
Work closely with facility management team as well as the IT manager to assist in implementation of projects, procedures, policies and goals
Evaluate device connectivity, Internet and MPLS circuits and traffic. Work closely with our operation center and telecom group to troubleshoot and fix any issues related to RF, wireless, Internet and MPLS connectivity.
Be the facility IT contact for vendors and service providers. Coordinate services, repairs, upgrades or moves of our data and voice circuits as needed.
Schedule and supervise the service maintenance of IT UPS, generator and safety equipment
Provide support on RF uptime connectivity at assigned facilities by providing configuration and troubleshooting for scan guns and truck mount RF devices.
Provide technical support on Manhattan, JDE and E1 applications on issues related to users’ accounts, Label printers’ setup and operation. In addition to ADP clocks support and configuration.
Continue to provide mentoring and support to co-worker
Review and manage IT related bills as assigned, before sending them to the accounting dept for payment.
Administer cell phone accounts for users at the assigned facilities.
Minimum two years working experience supporting workstations and peripherals in large LAN and WAN environment with 400+ computers and multiple geographic locations
Minimum two years working experience with Windows 7 and 10. Mac OS is a plus
Tech must be comfortable with all facets of PC, laptop hardware, setup, and maintenance; including installation and configuration of hard drives, NICs, printers, and other PC accessories
Experience working with and troubleshooting the following software is a plus: SCCM. SEP, AD, WinMagic, Service Now, Client Access, MS Office, LAPS
A+ certification required
Profile & Core Competencies
Strong communication skills, both written and verbal
Strong analytical and problem-solving skills, and person management skills, basic understanding of Warehouse Management Systems
Ability to analyze user calls and issues to effectively resolve issues
Ability to work and perform well under pressure, flexibility in adapting to change environment
Knowledge of Service-Now, incident management tool is an asset
Excellent knowledge of MS office suite and Office 365
Availability for uncommon working schedule (ex: Shift schedule)
2-3 years’ experience within a help desk environment
Extensive knowledge of Account Management, File & Security permissions
Extensive knowledge of Mobile Device services and Management tools
Occasional overnight and local travel to other locations is required.
We thank you for your interest in a career at Gildan, however only those candidates retained for an interview will be contacted.