IT Technician - HQ

Fashion Nova is the world’s leading trend-to-market fashion and lifestyle brand with high-growth categories across its Women, Men, Kids and Beauty divisions. Renowned for delivering the most-wanted styles to millions worldwide, Fashion Nova earned the title of the Top 5 Most-Searched Fashion Brand on Google in 2022, alongside Louis Vuitton and Nike.

Founder & CEO Richard Saghian launched the brand in 2006, from a retail location in Los Angeles. After multiple store openings, Saghian launched the e-commerce website for Fashion Nova in 2013, pioneering a disruptive social commerce model of affordable, on-trend, size-inclusive clothing online– powered by an innovative, social media-first marketing strategy.

Today, Fashion Nova has amassed over 40 million social media followers, with annual sales of approximately $2 billion!

The brand’s name has been featured in chart-topping hit songs by Cardi B, Drake, 21 Savage, Saweetie, The Game, Tyga and Offset and its styles have been worn by many celebrities, artists and athletes including Meg The Stallion, Ice Spice, Chris Brown, Floyd Mayweather, Rick Ross, Kourtney Kardashian, and Kylie Jenner.

The Fashion Nova IT team is focused on initiatives that transform Fashion Nova into a highly collaborative, mobile, and productive workforce. As the IT Technician you will help the Service Desk to continuously improve the delivery of service and support to the company, handling day-to-day IT operations, from hardware setups to account troubleshooting, while always providing the best-in-class client-side support. You will be a technical contact for some computing systems, enterprise applications, and will participate with user onboarding and projects throughout the year.

• Customer focused and motivated by team success
• The ability to quickly adapt to new processes and procedures while dealing with a high volume of requests and ambiguity providing “white glove” service for the user community
• Experience across a wide IT scope including PC and Mac hardware, software applications, and OS support experience including installation, configuration, and troubleshooting
• A historical technical contact for computing systems, enterprise applications and participate with user onboarding and projects throughout the year
• A self-starter with great initiative and drive requiring minimal supervision
• Strong service skills and experience supporting corporate environments

• →Support Apple and Windows devices across the enterprise using Jira Service Desk ticketing system
• →Support Zoom Communication services including Zoom Phone, Zoom Rooms, Zoom Softphone and all related presentation AV services
• →Mobile support including iPhones and tablets
• →Hardware refreshes for multiple platforms
• →Proficient in scripting and performing mass deployments (UPDATES AND SECURITY PATCHING)
• →Document key application functions, admin processes and report on service status
• →System imaging process to replicate Windows hardware configurations
• →Tend to the incoming requests via the ticketing system to address problems and resolve issues in a timely manner with limited disruption
• →Perform ongoing support operations and continuously refine end user documentation
• →Create documentation for the Service Desk staff for planning, implementing, testing, rolling out upgrades, updates, and replacement hardware to the enterprise
• →Achieve support SLA’s “Mean Time to Resolve” (MTTR)
• →Escalate support issues to vendors, follow up and resolve them in a timely manner
• →Partner with other business functions to evaluate, prioritize and resolve new issues & problem scenarios
• →Collaborate with other technical and functional teams to document and support business rules, system operating procedures 
• →Help cross train staff and increase productivity through positive reinforcement and hands-on training

• Three plus years of experience in Computer Science, Engineering or related disciplines or equivalent education experience
• System administration in Linux, Microsoft, or other network related fields are a plus
• Working knowledge of virtualization, VMWare, or equivalent
• Experience with One Log In, Slack, Mosyle, Mas360, JAMF, Intune & Trend Micro, scripting and automation tools (a Plus)
• Speaking and presentation skills to deliver end user training along with support
• Experience in both MAC OS and Windows environments.
• Work experience of the following applications: Google Suite/Workspace, Zoom, AD and Mobility
• Understanding of IT Service Management including the ITIL framework
• Ability to create effective documents, systems operating procedures & FAQs
• Knowledge of systems and networking software, hardware, and networking protocols
• Audio Video skills – projection, audio, recording and editing a plus
• Experience supporting Windows and Apple operating systems, related experience in imaging Windows systems
• BA|BS degree or equivalent work experience.
• English, additional language(s) an advantage.
• Schedule of this position:  Monday – Friday | Core business hours | Onsite