Assistant, IT Support (On-site support)

Gildan is a leading manufacturer of everyday basic apparel, with a strong portfolio of brands, including Gildan®, Hanes®, Comfort Colors®, American Apparel®, ALLPRO™, GOLDTOE®, Peds®, Bali®, Playtex®, Maidenform®, Bonds®, as well as Champion® which is under an exclusive licensing agreement for the printwear channel in the U.S. and Canada.

Gildan owns and operates vertically integrated, large-scale manufacturing facilities which are primarily located in Central America, the Caribbean, North America, and Asia. Gildan operates with a strong commitment to industry-leading labour, environmental and governance practices throughout its supply chain in accordance with its comprehensive ESG program embedded in Gildan's long-term business strategy. Together with our global team of dedicated employees, Gildan is united in its vision of Making Apparel Better®. Discover the full scale of Gildan and prepare to be surprised at gildancorp.com.

The IT Support Assistant will provide on-site IT support to office employees, handling incidents and service requests in accordance with established procedures. The role involves troubleshooting hardware, software, network connectivity, and workplace technology issues, ensuring timely resolution and minimizing disruptions to business operations. The assistant will gather the necessary information, document all activities, and escalate issues to the appropriate support level when required, while collaborating with global IT teams to maintain service quality and operational efficiency. 

Roles

1. On-Site User Assistance 

• Provide on-site IT support to office employees, ensuring timely assistance with hardware, software, network connectivity, and workplace technology issues. 

• Guide users on the proper use of IT systems, software applications, and hardware, promoting best practices and reducing recurring support requests. 

• Troubleshoot and resolve common IT issues directly at users' workstations, including computer performance, peripherals, printing, connectivity, and software-related problems. 

• Provide hands-on assistance with IT incidents and service requests submitted through the Global ServiceDesk, ensuring timely resolution and minimal disruption to business operations. 

• Support office employees with IT-related needs, including workstation issues, meeting room technology, and other workplace IT equipment. 

1. Incident and Service Request Management  

• Record, update, and track all incidents and service requests in the IT service management system, ensuring accurate documentation of troubleshooting steps, actions taken, and resolution details. 

• Ensure all support activities follow established IT procedures, service-level agreements, and documentation standards. 

• Maintain clear communication with users regarding incident status, expected resolution times, and required follow-up actions 

1. IT Equipment Setup and Configuration: 

• Prepare, install, configure, and deploy IT equipment for new employees, office relocations, equipment replacements, and technology upgrades. 

• Configure and troubleshoot desktops, laptops, monitors, docking stations, printers, peripherals, and other office IT equipment in accordance with corporate standards. 

• Assist with employee onboarding and offboarding activities, including workstation preparation, equipment assignment, collection, and return. 

• Provide hands-on support for hardware replacements, software installations, device upgrades, and other IT-related office activities 

1. Escalation and Coordination  

• Identify and resolve technical issues within the scope of responsibility, escalating complex incidents to Level 2 or Level 3 support teams when required. 

• Coordinate with global IT support teams, infrastructure teams, and other technical specialists to facilitate timely incident resolution. 

• Follow up on escalated incidents to ensure appropriate progress, resolution, and communication with affected users. 

• Assist with local IT troubleshooting and technical activities that require physical access to equipment or office facilities 

1. IT Asset and Inventory Management  

• Maintain accurate records of IT equipment assigned to office employees, including desktops, laptops, monitors, peripherals, and other IT assets. 

• Support IT asset lifecycle activities, including equipment receipt, deployment, transfers, returns, replacements, and disposal. 

• Perform periodic physical inventory checks and reconcile equipment records with the IT asset management system. 

• Ensure IT equipment is properly labeled, documented, stored, and managed in accordance with corporate asset management procedures 

The Requirements

• Education: University Degree in Computer Science or similar experience, Bilingual required 
• Experience: Overall, 3 years 
• Languages: Bilingual Required (English-Spanish) 

• Únete a un líder en la manufactura de prendas de vestir con sólidos estándares de seguridad y medio ambiente.
• Forma parte de un lugar de trabajo diverso con actividades divertidas.
• Aprovecha oportunidades continuas de formación.
• Disfruta de nuestros atractivos paquetes de beneficios.

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Gildan is a leading manufacturer of everyday basic apparel, with a strong portfolio of brands, including Gildan®, Hanes®, Comfort Colors®, American Apparel®, ALLPRO™, GOLDTOE®, Peds®, Bali®, Playtex®, Maidenform®, Bonds®, as well as Champion® which is under an exclusive licensing agreement for the printwear channel in the U.S. and Canada.

Gildan owns and operates vertically integrated, large-scale manufacturing facilities which are primarily located in Central America, the Caribbean, North America, and Asia. Gildan operates with a strong commitment to industry-leading labour, environmental and governance practices throughout its supply chain in accordance with its comprehensive ESG program embedded in Gildan's long-term business strategy. Together with our global team of dedicated employees, Gildan is united in its vision of Making Apparel Better®. Discover the full scale of Gildan and prepare to be surprised at gildancorp.com.