Outdoor Cap has been servicing the needs of the headwear industry for 45 years and is one of the world’s largest companies focused on business-to-business sourcing and manufacturing headwear. With customers in retail, team sports, golf, promotional products and more, working at Outdoor Cap is an opportunity to be part of a growing business building amazing products for some of the world’s greatest brands and companies.

To be successful as a Service Desk Analyst, you should demonstrate great skill in creativity and innovation, ability to thrive in a high-pressure environment, and possess excellent communication skills. Advanced skill set in supporting business applications, end user computing technologies, and providing first level technical support.

Essential Duties and Responsibilities

• Serves as the “Desktop Support Technician” responsible for driving end user satisfaction, service delivery excellence, and adherence toward established service level agreements
• Serves as the primary Mac support specialist for the enterprise providing onsite and remote support for MacOS and iOS devices
• Services Tier 1 & 2 service desk activities including end user computer, application, desktop, and computer hardware support
• Drives the end user experience through enhancement of IT services, availability of support, self-service capabilities, and communication
• Drives accurate and timely response to all Incident Management processes with adherence to service level agreements

Skills and Competencies

• 3+ years’ previous experience in Desktop Support in a call center or contact center, service desk, or IT Support environment
• 2+ years’ experience supporting Apple platforms in mid-size corporate environment
• 5+ years’ experience working in a service desk environment including tier 1 and desktop support areas
• Effective communication skills with both internal team members and our Desktop end users
• Demonstrable excellent interpersonal, communication, organizational, and business focused skills
• Strong initiative to find ways to improve solutions, systems, and processes

Education and Qualifications

• Bachelor’s degree in IT, Business, or related field; or 5-7 years related experience and/or training; or equivalent combination of education and experience
• 2+ years’ Mac OS experience supporting iMac, MacBook, and Mac Pro’s in a corporate environment
• 5+ years’ of experience in managing end user computing software, hardware, and enterprise connected environments
• Strong experience supporting remote Mac users on VPN
• Strong experience managing IT ticket processes, escalations, and problem resolution
• Working knowledge of Microsoft Office 365, and Active Directory, including common tools, best practices, and troubleshooting
• High sense of urgency to support our Desktop end users

Physical Requirements

• Regularly required to sit, stand, reach, bend and move about the office
• Required to have close visual acuity to perform computer tasks, and expansive analysis and reading.
• Ability to lift up to 25 pounds infrequently

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.