IT Help Desk Support

The Company The Swatch Group is the number one manufacturer of finished watches in the world. The Group is active in the manufacture of finished watches, jewelry, and watch movements and components. It produces nearly all of the components necessary to manufacture the watches sold under its 16 watch brands and the multi-brand Tourbillon and Hour Passion retail labels, as well as the entire Swiss watchmaking industry. In addition, it operates its own worldwide network of distribution organizations. The Swatch Group is also a key player in the electronic systems sector. Job Description IT Help Desk Support – Information Technology Team Provide first-level and second-level technical support to retail stores, distribution/service center, corporate office employees, and remote usersDiagnose, repair, and replace desktop, laptop, POS, printer, and peripheral hardware to minimize business downtimeInstall, test, configure, and deploy new workstations, POS systems, printers, and software applicationsComfortable traveling to retail sites for new and renovated retail locations, including user training and system orientationSupport and troubleshoot Cegid POS applications, ensuring seamless retail operationsManage software licenses, IT assets, and inventory records to maintain compliance and accurate trackingResolve email and mobile device issues across Microsoft Outlook, Microsoft 365, iOS, and IOS App PlatformsTroubleshoot network connectivity issues involving LAN/WAN, wireless networks, VPN connections, and retail store communicationsSupport remote workforce users through remote access tools, assisting with hardware, software, and system upgradesServe as a point of contact for IT service requests received via phone, email, ticketing systems, and Microsoft TeamsAdminister Active Directory user accounts, password resets, security group management, and account maintenancePerform basic network, system, and application troubleshooting to identify and resolve operational issuesCoordinate service requests and escalations with internal IT teams, External vendors, and third-party support providersExecute workstation hardware refreshes and software upgrades to ensure system reliability, performance, and security complianceParticipate in rotating on-call support schedules, providing after-hours and weekend technical assistance for retail operationsUse of ServiceNow for documentation of incidents, resolutions, hardware inventory, and support proceduresTravel to retail locations may be required up to 15% of the time Profile Experienced IT Support professional with strong expertise in Help Desk operations, end-user support, and troubleshooting across Retail, Distribution/Service Center, and corporate office. Skilled in supporting Desktop/Laptops, POS hardware, Mobile Devices, software applications, networking and email systems. Proven ability to install, configure, upgrade, and maintain hardware and software solutions while ensuring minimal business disruption. Knowledgeable in license management, remote support tools, and basic network administration. Recognized for strong analytical, problem-solving, and customer service skills, with the ability to efficiently diagnose and resolve technical issues for diverse user populations. Professional Requirements Education and Experience Requirements Bachelor’s degree preferred in Information Technology, Computer Science or related field or equivalent experienceMust have knowledge and experience working with operating system environments, especially MS Windows 11, Microsoft TeamsMust have knowledge and experience working in desktop environment and with MS Office Suites and Office 365 including outlook configurations4-5+ years’ experience in technical support of Retail Environment and OfficesAbility to handle multiple customer issues and tasks simultaneouslyMust have a good understanding of computer systems (HP and Dell), Mobile Devices and other technical productsKnowledge of Apple Products is a plusMust have excellent verbal and written skills; strong interpersonal skillsMust be organized, accurate, thorough, and able to monitor work for qualityTechnical Certifications are a plus. Physical Requirements: This position requires the IT Help Desk Support to have the ability to operate computer equipment, climb, bend, stoop, reach, lift, and move and/or carry equipment which may be more than 25-50 pounds including computers, monitors, printers, scanners, and POS hardware. Finger dexterity may be required to operate a computer keyboard and calculator. Additional Skill Requirements: Extensive knowledge of Windows operating systems, workstation support, and desktop administrationStrong experience with Desktop/Laptop hardware, printers and thermal printers, peripherals, password management, and user account administrationGeneral WAN / LAN, data communications, telecommunications and VoIP phonesGeneral PC software products, file conversions & usage knowledgeSkilled at creating and documenting technical procedures, user guides, and step-by-step instructions for end usersStrong analytical and problem-solving abilities with a proven track record of independently resolving technical issuesProactive in preparing hardware, software, accounts, and system access requirements for employees onboarding and offboardingExcellent customer service skillsVery good communication, interpersonal and teamwork aptitudeDemonstrate organization skills to manage multiple open calls, call backs, and follow-up with customersMust be self-motivated and a self-starter; quick learner for a multifaceted business and companion domestic and international staff;Must possess strong organizational, project management and problem-solving skills with multi-tasking abilities in a fast-paced corporate environment;Arrive early and work late if necessaryDemonstrated professionalism, accountability, receptiveness to feedback, and commitment to teamworkAccept constructive feedback This description outlines the basic responsibilities and requirements for the role. This is not a comprehensive list of all job duties of the IT Help Desk Support. Duties, responsibilities and activities may change at any time with or without notice. Benefits Program The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability. Excellent health, dental and vision insurance (employee and dependents are eligible 1st of the month following 30 days; generous employer contribution)Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)Company paid life insurance and Long Term Disability18 days of PTO per year, 1 Month PTO after 5 yearsSpecial bucket of extended paid time for medical, parental and military leaveHoliday payVoluntary FSA, STD, Accident/Hospital Indemnity insuranceEmployee product discount For more information please see https://transparency-in-coverage.uhc.com/ The salary range for this position is $80,000 - $85,000, commensurate with experience Job Location: Metro Way 55, 07094 Secaucus NJ, United States (New Jersey) Company Address: The Swatch Group (U.S.) Inc. 800 Waterford Way Suite 1000 Miami, FL 33126 USA