IT Technical Support

Description

Haddad is a privately held family business with over 100 years of experience in the children’s apparel & accessories industry. A leader in the industry, Haddad Brands is the exclusive global licensee for the most iconic brands in the world, including Nike, Jordan, Converse, Hurley, Levi’s, Polo, Abercrombie and Fitch, Lacoste, and Huggies. Supported by a team of professionals skilled in design, sourcing, production, sales, marketing & distribution of premium quality children’s wear, Haddad distributes globally to 100+ countries and maintains sales and sourcing offices in 22 cities globally, including New York, Paris, Hilversum, Shanghai, Egypt, Vietnam, Sri Lanka, and Montreal. 

Overview:

The IT Technical Support will provide day-to-day MacOS and design application support, coordinate system updates, and troubleshoot issues to enable efficient, reliable workflows for Design teams in partnership with IT.

  Key Accountabilities:

• Serve as the first line helpdesk engineer, providing day-to-day support to MacOS users
• Collaborate with the second line Helpdesk for escalated issues, including printing services
• Troubleshoot issues related to MacOS hardware, software, and peripherals
• Plan, schedule, and execute software and OS updates for the MacOS environment
• Coordinate MacOS upgrades with end users and the Helpdesk team
• Prepare and manage software update rollouts to ensure minimal disruption
• Perform and document screen hardware calibration for Design teams
• Create user manuals and support documentation for design hardware, including Wacom tablets
• Maintain and organize Microsoft Teams channels for Design groups
• Ensure alignment between Design teams, IT Helpdesk, and other internal stakeholders
• Provide support for Adobe Creative Cloud applications, primarily Illustrator and Photoshop
• Troubleshoot common issues related to files, performance, fonts, links, and exports
• Assist designers with basic workflow challenges (file setup, organization, asset handling)
• Support best practices for file optimization, naming conventions, and production readiness
• Help ensure files are prepared correctly for downstream use (sharing, PLM, print, etc.)
• Escalate advanced workflow or production issues when needed
• Special projects as assigned

Requirements

Required Skills/Abilities/Education:

• Basic to intermediate knowledge of MacOS administration
• Prior experience in IT helpdesk or technical support (background supporting Design, Creative, or Marketing teams a plus)
• Strong troubleshooting and diagnostic skills
• Ability to communicate technical concepts clearly to non-technical users (experience conducting one-on-one training a plus)
• Experience preparing documentation, manuals, and training materials
• Familiarity with creative workflows and design hardware (e.g., Wacom tablets)
• Interest in AI tools and emerging creative technologies
• Knowledge of Adobe Creative Cloud, digital asset management, color calibration tools, or Design plugins

Consistent in-office presence is vital to the role as it is for all Haddad Brands team members, so that we all have a full appreciation, aesthetically and tactilely, of the qualities that define our brand partners’ products and set them apart from their competitors.