Associate, End User Support

About Gordon Brothers: Since 1903, Gordon Brothers has helped companies unlock the potential of their assets. Our solutions-oriented approach combined with over 120 years of industry knowledge enables clients to get the most value from their assets with tailored solutions across asset services, asset lending and financing, and asset trading. Leveraging our deep expertise in retail, industrial, brands and real estate, we work closely with clients globally to determine the value of, lend against, or buy and sell their assets to help them achieve their business goals. At Gordon Brothers, we foster a culture of collaboration and creativity to find unique and innovative solutions for our clients. We take pride in fostering an engaging, inclusive culture and encouraging employees to bring new ideas to the table, develop their skills, and build dynamic and fulfilling careers. For more information, please visit www.gordonbrothers.com.

Description

The Associate, ITS Operations is primarily responsible for providing support to, and being the central point of contact for, the Innovation & Technology Solutions department. The Innovation & Technology Solutions Team aims to provide a “white glove” experience to the global employee community and this role is critical to creating an excellent experience.

Hardware Operations

• Inventory Management

  • Create/develop and maintain a tool/database (recommended: Microsoft Lists) to record all equipment assigned to Gordon Brothers employees globally

  • Oversee the equipment lifecycle including release of new hardware and reacquisition of decommissioned hardware

  • Monitor warranties and take advantage when hardware is damaged

  • Restock parts to maintain a sufficient stock of equipment to support the growing business

    • Create/develop and maintain a tool/database (recommended: Microsoft Lists) to track orders placed, received, paid

  • Place orders with vendors (primarily HP) when needed

  • Determine upgrade needs

  • Document customer repairs

• Onboarding and Offboarding Employees

  • Prepare equipment for shipping, receiving, and distribution accurately and promptly

  • Organize collection of equipment from employees (both on-site and remotely) upon termination

• Technical Support

  • Work with vendors to initiate technical support requests

  • Follow up with Vendors to ensure technical support requests are addressed in a timely manner

Other Technology Operations

• Vendors

  • Maintain a tool/database (recommended: Microsoft Lists) to track all vendor information (both hardware and software)

    • Contract start date and expiration date, and renewal notice period

    • Business critically

    • Date and results of latest security review

    • Name of internal owner

    • Name of vendor primary POC

  • Collect SOC2 or equivalent from each vendor annually starting in 2023

  • Maintain a database of all Master Service Agreements, Statements of Work, and Purchase Orders with each ITS vendor

• Payments

  • Monitor the IT Payables mailbox

  • Review invoices against statements of work to ensure invoice is appropriate

  • Obtain approval for payment from senior leadership (Michael, Liz)

  • Submit invoice to the finance team and monitor to ensure timely payment processing

• Compliance

  • Respond to Bank Due Diligence requests

  • Support Gordon Brothers readiness for SOC 2 compliance

• Communication

  • Fields internal and external calls and requests, including closing support tickets

  • Backfill for Nick and Darol during high volume periods or planned out of office

  • Develop process documentation to provide for consistent practices across the department

  • Manage calendars for senior leadership (Michael, Liz)

  • Other duties as assigned by members of IT

EDUCATION, EXPERIENCE

• BA or BS degree required.

• 3+ years’ experience in a similar role, including project coordination or systems administration.

• This position requires an individual who is comfortable with technology, and has experience creating tracking tools using appropriate technology (e.g. Microsoft Lists).

• Knowledge and proficiency with Microsoft Office 365.

KNOWLEDGE, SKILLS, ABILITIES

• Excellent organization skills

• Excellent communication skills – Oral and Written.

• Familiarity with IT terms and assets.

• Work effectively and with great attention to detail while managing multiple tasks.

• Work well independently and as a member of a team.

• Excellent oral and written communication skills.

• Handles sensitive information with a strict degree of confidentiality.

• Adheres to defined processes and procedures and suggests improvements.

• Manages time efficiently and effectively.

• Maintains professional demeanor under stress and operate within customer support standard and operating procedures.

Gordon Brothers offers a very competitive total compensation package, including base salary and bonus plan, health insurance, dental benefits, a generous 401(k) match, time off benefits, and more.

In compliance with the Americans with Disabilities Act (ADA), please contact the Human Resources department if you have a disability and need reasonable accommodation with any part the application process.  Requests will be considered on a case-by-case basis.
 

Gordon Brothers is an Equal Opportunity Employer.