Inventive Design. Mindful Manufacturing. Global Reach.
Founded in 2000, FAM Brands designs, manufactures, and sells men’s and women’s sportswear and active wear apparel to major retailers, big box stores, and specialty boutiques across the country and throughout the world. Our portfolio of proprietary brands features Marika, Wildfox, Three Dots, and Balance Collection, while a partial list of licensing partners includes Orvis, Jessica Simpson, Eddie Bauer, and Woolrich.
With the capacity to produce over 75 million units per year, our mission continues to be making top-quality apparel accessible to everyone at an impressive value and an irresistible price.
That's the FAM Brands difference.
Join the FAMily, and enjoy a range of excellent benefits:
Work-Life Balance: Enjoy vacation and sick leave, personal holidays, and company holidays. Our office closes by 6:30 PM Monday - Friday, and not open on weekends, so you can spend quality time with loved ones.
Health and Well-Being: Get Anthem Blue Cross Blue Shield medical insurance (PPO and EPO), UNUM dental and vision coverage, mental health support through Talkspace, and company-paid life and disability insurance.
Retirement Savings: Contribute to our 401k plan with matching and immediate vesting for a secure future.
Additional Insurance Options: Choose from Nationwide Pet Insurance and various UNUM supplemental policies like life, critical illness, accident, and hospital coverage.
Flexible Spending Accounts: Manage your medical or dependent expenses with our flexible accounts.
Onsite Amenities: Use our gym with instructor-led classes, enjoy free Starbucks coffee, and find healthy snacks in our stocked Everytable fridge.
Help Desk Technical Support is a part of the professional help desk team that provides support to its clients and helps in resolving their issues. Help desk coordinator responsibilities comprise answering the calls received from the client, planning, organizing, and prioritizing the work and ensuring that high quality of services is being rendered to its clients, thereby ensuring better customer satisfaction. Thus, he/she plays a crucial role in achieving the mission of the organization.
Key Responsibilities of a Help Desk Technical Support Specialist
The Help Desk Technical Support Specialist is responsible for providing support and assistance to the client by troubleshooting the technical issues and providing the appropriate resolutions for the same. He/she researches the basic cause of the problem and makes sure that it does not reoccur frequently. He/she escalates the problem to the next level if he/she is unable to resolve it at his/her level. To get a better idea, listed below are a few of the key responsibilities that need to be handled by a help desk coordinator in information technology:
To answer all the requests received through phone, emails, walk ins, etc., and to ensure that there is proper delivery of the services as per the rules and regulations of the organization as well as by abiding to its quality standards.
Log all calls, issues, and resolutions within the company Help Desk system.
Coordinate project updates to the users and Project Services Supervisor.
To assess and analyze the problem, to study its impact and to advise on the proper supportive functions that are necessary.
To recognize the problem areas, to gather the relevant information, and to conduct a thorough research to diagnose the source or the root cause of the issue.
To recommend adjustments to meet the end users’ requirements and assist in determining, maintaining, analyzing, identifying, and monitoring the issues related to problem management
Record and track all assets for the company.
To keep a track record of all the relevant documentation and to make sure effective contribution is made to improvise the operational procedures.
In short, he/she functions as the single most important link for all the information technology related or non-IT related queries and aid in resolving them or directing them to the appropriate personnel. He/she serves as an interlink between the clients and the computer technicians. He/she makes sure that all the issues have been streamlined and directed properly, and that they follow the operational rules and regulations. He/she may be involved in basic account administration tasks like mailbox, password setting, extension of accounts, etc. He/she consults with the other staff members to develop procedures for improving their services and makes sure that all the relevant documentation has been maintained.
Essential Skills
2+ years experience in a similar IT role, required
Must be experienced in Windows AND MacOS Environments
The help desk agent should be an outgoing and confident person with pleasant voice.
He/she should be eager and willing to help people to sort out their problems.
He/she should have multitasking ability and should be ready to work in a fast-paced work environment.
Excellent problem solving and analytical skills would prove to be an advantage.
He/she should be able to follow the given instructions carefully and should be comfortable working in a team environment.
Excellent communication skills with effective organization and management skills is a must.
Commitment to Equal Employment Opportunities & Diversity
FAM Brands is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. FAM Brands makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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