Tech Support-Help Desk I-Bilingual

Overview

ABOUT UA/UNIFORM ADVANTAGE BRANDS

At UA Brands, we’re changing the way healthcare and culinary professionals get dressed. For over 40 years, we’ve created stylish, high-performance uniforms designed to empower those on the front lines. Our apparel breaks the mold, combining brilliant design with real-world function. Join a team that values creativity, impact, and community, and help us redefine uniforms that don’t conform. 

ABOUT THE ROLE

UA Brands is seeking an outgoing, friendly Tech Support/Help Desk & Service Delivery Associate-Level 1 with a high focus on customer service to join a high-performing team.  This role serves as a frontline resource for employees needing day-to-day technology assistance. This role provides first-level technical support through the IT hotline and Help Desk ticketing system, troubleshoots common hardware, software, access, and connectivity issues, and coordinates escalation to other IT team members as needed.

The position also supports hardware and software deployment, employee onboarding, IT asset management, technical documentation, preventive maintenance, and technology projects. Working closely with local and remote IT professionals, the Associate helps ensure employees receive timely, professional, and effective technology support while contributing to reliable day-to-day IT service delivery.

WHAT YOU’LL DO

• IT Help Desk & Hotline Support – Serve as the first point of contact for employees seeking technical assistance. Answer IT hotline calls, troubleshoot common hardware, software, access, and connectivity issues, and provide timely real-time support. Escalate complex issues to appropriate IT team members when necessary.
• Help Desk Ticket Management – Monitor the help desk ticket queue, review and prioritize incoming requests, assign tickets to appropriate IT technical staff, and help ensure incidents and service requests are addressed within established service expectations.
• On-Site Support for Senior Engineers – Partner with remote Senior Engineers and other IT team members to perform on-site troubleshooting, installations, diagnostics, testing, and other technical tasks as directed.
• Technical Documentation & Knowledge Management – Create, maintain, and update clear technical documentation, troubleshooting guides, standard operating procedures, and end-user instructions for employees and IT staff.
• Hardware & Software Deployment – Install, configure, and deploy new hardware and software, including imaging and preparing desktops and laptops to ensure devices are ready for employee use.
• IT Asset Tracking & Inventory Management – Maintain accurate inventory records for technology assets, including hardware located at the corporate office, deployed equipment, and assets assigned to employees throughout their lifecycle.
• Preventive & Scheduled Maintenance – Perform scheduled maintenance and basic troubleshooting of existing hardware, software, printers, network wiring, and server-related environments to support reliable IT operations.
• New Employee IT Onboarding – Support the onboarding of new employees by creating and configuring user accounts, assigning software licenses, preparing equipment, and ensuring required technology access is available.
• IT Projects & Strategic Initiatives – Participate in project-based assignments and longer-term technology initiatives, supporting implementations, upgrades, migrations, and other IT improvement activities.

WHAT YOU’LL BRING

• Verbal Communication & Phone-Based Technical Support – Excellent verbal communication and active listening skills, with the ability to professionally handle live help desk calls, understand user concerns, explain technical solutions clearly, and provide effective technical assistance over the phone.
• Tier 1 Help Desk Support – Ability to monitor, assess, troubleshoot, and resolve Tier 1 technical support tickets submitted by employees, escalating complex issues to appropriate IT team members when required.
• Microsoft 365 Administration – Working knowledge of Microsoft 365 administration, including basic user account support, email setup and assignments, licensing, and related administrative activities.
• macOS Support – Basic knowledge of Mac computers and macOS, with the ability to assist with common configuration, troubleshooting, and end-user support needs.
• Hardware Inventory & Asset Management – Strong organizational skills with the ability to accurately maintain hardware inventory, track equipment assignments, and support effective management of IT assets.
• Technical Documentation – Good written communication skills with the ability to create, maintain, and update clear technical documentation, troubleshooting instructions, and end-user support materials.
• Microsoft Applications – Working knowledge of Microsoft applications and services, including Microsoft Office and SharePoint, with the ability to assist employees with common application-related issues.
• Operating System Deployment – Basic knowledge of operating system deployment, device imaging, configuration, and setup across desktops, laptops, and other supported devices.

Experience Required:

• 1- 2 years of professional experience in a Tech Support/Help Desk role.

• Strong customer service skills with the ability to communicate professionally, understand user concerns, manage expectations, and provide a positive technical support experience.
• Must be Bilingual in both English and Spanish.
• General proficiency across a broad range of business and productivity software, with the ability to assist users with common application-related issues.
• Working proficiency with Microsoft Office applications and the ability to troubleshoot common end-user issues.
• Demonstrated ability to diagnose, troubleshoot, and resolve common hardware, software, system, and end-user technical issues in a timely and effective manner.
• Familiarity with VPN technologies and other remote-access solutions, including basic configuration, connectivity troubleshooting, and support for remote employees.
• Basic working knowledge of Active Directory, including user account administration, password resets, account access, and other routine support activities.
• Working knowledge of Windows 11 and macOS environments, including installation, configuration, maintenance, and troubleshooting of common operating system issues.

WHERE YOU’LL WORK:

OFFICE-BASED – Fort Lauderdale Headquarters

Just a short distance from the beautiful Fort Lauderdale beaches, our home base of South Florida is a perfect reflection of our customer population and culturally rich and diverse team. These on-site, business-critical roles are the backbone of our success. Join other team members in the spacious Quad for lunch or enjoy our ongoing team member activities.  

PLENTY OF BENEFITS TOO

UA BRANDS offers a full range of benefits, allowing you the opportunity to customize a benefits package that addresses both your health and financial needs. 

• Medical and Pharmacy Coverage

• Dental and Vision Coverage

• Life/AD&D Insurance
• Employee Assistance Program – self-care and support for life’s everyday challenges
• Extensive 401(k) plan with company matching - Save for your future
• Short & Long Term Disability – Company Paid
• Accident, Hospital Care and Critical Illness Insurance – Protect your Income
• Legal Insurance and ID Theft Protection
• Nationwide Pet Insurance
• Holiday Pay
• Paid Parental Leave
• Paid Time Off – Life Balance
• Volunteer Time Off – Make an Impact
• Employee Discount Program
• Referral Program - Get paid to work with Friends
• Free Parking at the Downtown Corporate Office
• Regular Social Activities and Events – Mandatory Fun
• See moreof the benefits we offer

UA IS AN EQUAL OPPORTUNITY EMPLOYER 

As an employee of any UA Brands division, you will be part of an established and dynamic organization. We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management. To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities. UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. UA Brands will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.  

We are a Drug-Free Workplace.