Helpdesk Specialist

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.

About the Role:

We’re looking for an experienced and proactive Helpdesk Specialist to deliver exceptional technical support across our growing organization. You’ll be the go-to resource for troubleshooting, onboarding new hires, and keeping our internal tech environment efficient and reliable. This role requires a high degree of professionalism, technical expertise, and a service-oriented mindset to support both in-office and remote employees.

Key Responsibilities:

• Own the end-to-end IT onboarding experience for new hires, including workstation setup (laptops, monitors, accessories), account provisioning, and system access

• Provide Tier 1 and Tier 2 support for hardware, software, printers, network, and conferencing tools across Windows and Mac environments

• Manage user access, permissions, and group policies across systems such as Microsoft 365, Workday, and Zoom

• Support mobile device management (MDM) and security best practices for a hybrid workforce

• Maintain accurate IT asset inventory and ensure all devices are compliant and tracked appropriately

• Document standard operating procedures, FAQs, and training materials to empower employees

• Escalate critical issues and serve as a liaison to vendors and higher-level IT support as needed

• Contribute to office technology planning—including our upcoming HQ relocation to Beverly Hills—ensuring minimal downtime during transitions

• Support AV/conference room technology and proactively maintain shared IT infrastructure

• Provide guidance to junior IT support staff and contribute to ongoing process improvements

What You Bring:

• 5–8 years of experience in a corporate helpdesk or IT support role

• Strong knowledge of Windows 10/11 and macOS, Microsoft 365, networking basics, and modern collaboration tools

• Demonstrated experience leading IT onboarding processes, preferably for 50+ hires annually

• Familiarity with IT ticketing systems (e.g., Freshservice, Zendesk, Jira Service Desk)

• Excellent customer service and communication skills, with the ability to explain technical solutions in plain language

• Highly organized and responsive; able to juggle competing priorities with a calm, solutions-first attitude

• Relevant certifications (CompTIA A+, Microsoft, or similar) preferred

• Experience in the apparel or consumer goods industry a plus