IT Support Technician

ABOUT FILSON

In 1897 C.C. Filson began outfitting prospectors headed for the Gold Rush with tools and apparel strong enough for the toughest spots on earth. More than 100 years later, Filson remains committed to providing pioneers of all fields around the world with unfailing goods made from the highest quality materials available. Filson recognizes that it takes a world-class team to make a world-class product. As we build on the Filson legacy of American craftsmanship, we are looking for individuals who share our dedication to innovation, excellence, and superior customer service. We don’t work in silos but rely on open collaboration. It’s a jackknife mentality – the ability to accomplish more than what’s asked of you – that defines our culture of versatility and perseverance. Our outfitter mindset is deliberate and strategic. We are a small company, on purpose. We’re the ones doing the work, from product design and marketing, to cutting, sewing, and restoration. With more than 125 years under our belt, we still have a start-up mentality. Driven by an independent spirit and an uncompromising attitude that demands we lead with conviction. 

ABOUT THE ROLE 

The IT Support Technician provides timely technical assistance to Filson’s corporate, manufacturing, logistics, and retail teams. This role focuses on diagnosing and resolving issues related to endpoint hardware, software, networks, and related systems to minimize downtime and ensure smooth day-to-day technology operations. 

In this role, you will provide Tier 1–2 technical support while delivering exceptional customer service in a fast-paced environment. You will work closely with internal teams to troubleshoot issues, support system deployments, and maintain reliable technology tools that enable employees across the organization to do their best work. 

RESPONSIBILITIES 

• Respond to technical support requests via phone, email, ticketing systems, chat, or in person, providing step-by-step troubleshooting and resolution. 
• Diagnose hardware, software, network, and mobile device issues using remote support tools and troubleshooting methodologies. 
• Install, configure, and maintain computer systems, operating systems (Windows and macOS), applications, and peripherals. 
• Escalate complex issues to senior IT staff or engineering teams as needed. 
• Document support interactions, resolutions, and processes within the knowledge base and ticketing systems. 
• Create and maintain user documentation, FAQs, and training materials. 
• Support end users by providing guidance on technology best practices and self-service tools. 
• Assist with system deployments, hardware setups, and technology migrations across corporate and operational environments. 
• Monitor system performance and assist with asset tracking and device inventory. 
• Collaborate with cross-functional teams to identify root causes and improve IT support processes. 
• Stay current on system updates, security patches, and emerging technologies. 

 QUALIFICATIONS 

• High school diploma or equivalent required; bachelor’s degree in Information Technology, Computer Science, or a related field preferred. 
• 3–5 years of experience in technical support, help desk, or a customer-facing IT support role. 
• Working knowledge of Microsoft Office 365, Windows and macOS troubleshooting, mobile device management (Microsoft Intune), and basic networking concepts (LAN/WAN, TCP/IP, DHCP). 
• Experience using ticketing systems such as Zendesk or Jira and remote support tools. 
• Familiarity with endpoint device setup, system configuration, and user account management. 
• Basic scripting knowledge (PowerShell, Python, or similar) or database concepts is a plus. 
• Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are strongly valued. 
• Strong attention to detail coupled with analytical and problem-solving skills. 
• Excellent communication skills with the ability to explain technical concepts to non-technical users. 
• Proficient knowledge of Microsoft Office. 

 PHYSICAL REQUIREMENTS 

The physical demands described here are representative of those that must be met of any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform those essential functions. 

While performing the duties of this job, the employee is required to: 

• Regularly sit and stand 
• Use hands, fingers, and arms to use computers and other office equipment 
• Use hands, fingers, and arms to lift, squeeze, pinch, or grab equipment and supplies 
• Reach up, across, or down to retrieve equipment and technology devices 
• See, talk, and hear 
• Occasionally move or lift equipment or devices up to 20 pounds 

Note: This job description is not meant to be all-inclusive.  Employee may be required to perform other duties to meet the ongoing needs of the organization.

Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination.  It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law.  Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.

With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.