{"id":1619142,"url":"https://alion.io/job/carhartt-coord-user-support-rt","title":"Coord User Support RT","company":{"id":1758705,"name":"Carhartt","domain":"carhartt.com","url":"https://alion.io/company/carhartt-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-07T05:47:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Querétaro, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false},{"name":"Microsoft Office","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-09-17T06:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-07T22:55:20Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Position Details: \nTitle: User Support Coordinator\nDepartment: IT – Infrastructure/Security\nReports to: Miguel Robles, User Support Supervisor\nLocation: MX – Rugged Tech\nJob Classification: Remote\nFLSA Status: Exempt\nJob Band: Professional\nJob Summary \nThe User Support Coordinator serves as the first point of contact for IT support within the organization. Their primary responsibility is to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They respond to queries either over the phone, via tickets, or via email, ensuring that all issues are resolved promptly and efficiently.\nInspired by Hard Work\nAt Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create.\n\nAssociate Responsibilities \nProvide first-level technical support to end-users (Corporate, remote and Retail) \nDiagnose and troubleshoot software and hardware issues. \nLog and track all incidents and service requests in the ticketing system (ServiceNow) \nMonitoring infrastructure dashboards related to Network devices, Servers, etc. \nObtain relevant information for issues that need to be escalated. \nEscalate complex issues to higher-level support teams as necessary. \nMaintain documentation of issues and solutions for future reference. \nAssist with the setup and configuration of new hardware and software. \nEnsure compliance with IT policies and procedures.\n\nRequired Education\nBachelor’s degree in Information Technology discipline or equivalent experience preferred\nRequired Skills & Experience \n•Minimum of 2 years combined help desk and/or technical support experience\n•Exceptional customer service orientation.\n•Experience working in a collaborative and team-oriented environment is required; experience working in IT in a retail environment is a plus.\n•Experience supporting MS Office products, preferably O365 products and Windows 10/11.\n•Proven analytical and problem-solving abilities.\n•Basic understanding of computer systems, networks, and software applications.\n•Ability to work independently and as part of a team.\nPhysical Requirements and Working Conditions\nBlend of remote and in-office, cubicle setting.\nRegular On-call; some travel required (up to 10%)\nWork hours determined by the Manager. Willing to work some weekends, if necessary, On-call as needed (24hours/7 days).\nExtended periods of time sitting, standing, typing on a computer is required.\nFlexibility with multiple schedules\nCarhartt is a tobacco free workplace.","description_format":"text","description_chars":2857,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-01T20:41:01Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.688,"p_room":0.75,"age_days":19,"expected_fill_days":22,"reasons":["conf:2","velocity","win:late"],"computed_at":"2026-10-07T05:47:15Z"},"pay":null,"html_url":"https://alion.io/job/carhartt-coord-user-support-rt","json_url":"https://alion.io/job/carhartt-coord-user-support-rt.json","meta":{"generated_at":"2026-10-08T01:02:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1787,"day_limit":5000,"remaining_today":3213,"minute_limit":60,"resets_at":"2026-10-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1758705},"rest":"https://alion.io/mcp/rest/get_company?id=1758705"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcarhartt-coord-user-support-rt"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcarhartt-coord-user-support-rt"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcarhartt-coord-user-support-rt"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/carhartt-coord-user-support-rt\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcarhartt-coord-user-support-rt"}]}