IT Service Desk Specialist

Club Monaco is an international men’s and women’s lifestyle brand with a distinctly urban casual point of view, best defined as a play of opposites: mixing vintage with new, hard with soft and eclecticism with minimalism. Each season, Club Monaco offers customers must have fashion and key pieces that together are the foundation of a modern wardrobe.

MCO is the operational infrastructure of Regent’s portfolio companies and an integral part of the overall firm’s approach to value creation. Our core mission is to generate value for every one of our stakeholders by developing and delivering sustainable operational performance within our portfolio. We work with change-oriented executives to assist them in making smarter decisions, translating those decisions into actions and delivering the lasting success they need. MCO has the capacity, capability, and scale to support complex, global businesses.

Regent is a global private equity firm focused on acquiring distressed businesses and realizing their exponential growth through operational improvements and strategic capital deployment. Some of our portfolio brands include Club Monaco, La Senza, Sassoon, Drybar, Sunset Magazine, and more.

We’re looking for an IT Support Specialist to play a pivotal role for our IT department. This individual will sit onsite in the New York, NY office and provide support for our portfolio companies and retail organization. This position will report to our Technical Support Manager and their responsibilities will include, but are not limited to:

• Support of workstations and software packages, resolving any issues occurring to the end user.
• Testing and troubleshooting workstations, laptops, network and other hardware devices
• Providing guidance to 1000+ end-users and ensuring the complete resolution of incidents
• Working with the IT team towards the completion of new projects and the implementation of new systems.
• The ability to work alone or with other team members to complete both day to day work and occasional project work.
• Identifying and creating best practice helpdesk, call center, and technology support methodologies
• Will be participating in On-call rotation that may include some weekends
• Provide basic support for all technologies within the stores and CM Home Office

Requirements:

• Bachelor’s Degree in Information Technology or a related field preferred
• 2+ years of experience with IT support in an enterprise environment
• Strong experience providing support in both a Mac and Windows/PC environment.
• Strong knowledge of Azure AD, Entra, Confluence, O365, and Exchange
• Network troubleshooting skills, including Cisco and Meraki
• Ability to diagnose issues and provide solutions in a timely manner.
• Ability to effectively work in a fast-changing environment
• Retail support experience is a plus
• Experience with Microsoft Intune, JAMF, SharePoint and Jira Service Desk is a plus
• Dynamic 365 Commerce/POS experience is a plus
• Excellent time management and organizational skills
• Proficient at working in a ticket queue following the ITIL framework

Salary: $28-32/hour

Hiring Location: New York

Schedule – Monday-Friday with weekends as needed

Working hours: 8AM-5PM standard time, but weekends could flex when neede