Job Description

Position Details:

Title: User Support Coordinator

Department: IT – Infrastructure/Security

Reports to: Miguel Robles, User Support Supervisor

Location: MX – Rugged Tech

Job Classification: Remote

FLSA Status: Exempt

Job Band: Professional

Job Summary

The User Support Coordinator serves as the first point of contact for IT support within the organization. Their primary responsibility is to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They respond to queries either over the phone, via tickets, or via email, ensuring that all issues are resolved promptly and efficiently.

Inspired by Hard Work

At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create.

Associate Responsibilities

• Provide first-level technical support to end-users (Corporate, remote and Retail)
• Diagnose and troubleshoot software and hardware issues.
• Log and track all incidents and service requests in the ticketing system (ServiceNow)
• Monitoring infrastructure dashboards related to Network devices, Servers, etc.
• Obtain relevant information for issues that need to be escalated.
• Escalate complex issues to higher-level support teams as necessary.
• Maintain documentation of issues and solutions for future reference.
• Assist with the setup and configuration of new hardware and software.
• Ensure compliance with IT policies and procedures.

Required Education

• Bachelor’s degree in Information Technology discipline or equivalent experience preferred

Required Skills & Experience

• Minimum of 2 years combined help desk and/or technical support experience
• Exceptional customer service orientation.
• Experience working in a collaborative and team-oriented environment is required; experience working in IT in a retail environment is a plus.
• Experience supporting MS Office products, preferably O365 products and Windows 10/11.
• Proven analytical and problem-solving abilities.
• Basic understanding of computer systems, networks, and software applications.
• Ability to work independently and as part of a team.

Physical Requirements and Working Conditions

• Blend of remote and in-office, cubicle setting.
• Regular On-call; some travel required (up to 10%)
• Work hours determined by the Manager. Willing to work some weekends, if necessary, On-call as needed (24hours/7 days).
• Extended periods of time sitting, standing, typing on a computer is required.
• Flexibility with multiple schedules
• Carhartt is a tobacco free workplace.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

All associates are required to understand and act in accordance with the Carhartt Core Values. Carhartt reserves the right to change, modify, suspend, interpret or cancel in whole or in any part, the job duties outlined above at any time and without advance notice to the employee.