Perry Ellis International, Inc. represents a diverse portfolio of lifestyle apparel brands. The Company, through its wholly owned subsidiaries owns and licenses nationally and internationally recognized brands including: Perry Ellis®, Original Penguin® by Munsingwear®, Laundry by Shelli Segal®, Rafaella®, Cubavera®, Ben Hogan®, Savane®, Grand Slam®, John Henry®, Manhattan®, Axist®, Jantzen® and Farah®. The Company enhances its roster of brands by licensing trademarks from third parties, including: Nike® and Jag® for swimwear, and Callaway®, PGA TOUR®, and Jack Nicklaus® for golf apparel

SUMMARY

This is a dual role: Help Desk Analyst and PC/Laptop Tech. Serve as the first point of contact for providing extensive first level technical support for hardware and software issues to internal customers via phone. This includes: incident taking, tracking, routing and resolution. Also will serve as the dedicated laptop support technician and back up to the PC Tech on site.

RESPONSIBILITIES:

Answer calls to the Help Desk line and effectively log these calls into the Incident Management software to ensure that all vital information is captured.
Provide first level support via phone or by using remote support tools for all calls as needed. Attempt to resolve all incidents on first call if possible and document resolutions into the Incident Management software.
Troubleshoot issues related to desktops, laptops, embroidery machines, peripherals, software and business applications.
Laptop imaging, setup, training
Walk users through accomplishing common technical tasks
Route calls and incidents to other support personnel as needed in order to address user requests and to resolve problem issues.
Follow up on calls and incidents that are assigned to other support personnel in order to ensure timely and appropriate resolution
Notify the User Community when Production outages occur.
If issues can not be resolved via remote support, provide hands on support to users at his/her assigned office
Installs and de-installs computers and associated hardware.
Maintains accurate inventory of all computer equipment and parts; maintaining records of repairs and services.
Coordinates disposal of legacy equipment
Performs equipment installation, preventive maintenance and equipment upgrade and modification of activities.
Works with contract and vendor supplied personnel engaged in the installation, maintenance, and repair of computer equipment.
Connects and troubleshoots Audio/Visual requests
Assist new employees with first time login to their workstations

SKILLS

Strong customer service, organization and technical skills
Excellent written and oral communication skills
Ability to handle a fast paced environment with great attention to detail
A+ and/or MCDST are a plus
Able to lift computer equipment up to 60 pounds.

MINIMUM REQUIREMENTS

Two years of experience at a Help Desk or in a technical troubleshooting role
Associates Degree in Computer Science, Information Technology or a related business area is required. Bachelor's degree is preferred
Be willing/able to work flexible hours
Be able to multitask work activities, good communicator and work under pressure
Fluent in English and Spanish