Service Desk Analyst

Arhaus-6; Conover (NC); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Arhaus is seeking a motivated, tech-savvy Service Desk Analyst to join our IT Service Desk team. The role provides level 1 & 2 support for corporate and store users, with a focus on phone support and remote help for warehouse staff.

The standard schedule is Friday - Tuesday; Saturday and Sunday remote; off Wednesday and Thursday. Responsibilities include SLA management, ticket tracking, documentation, and collaboration with senior engineers.

Qualifications

• 3 to 6 years’ experience in a Service/Help Desk or Customer Service environment.
• Strong knowledge of standard PC Hardware / Software / Operating Systems.
• Knowledge and experience with Mac OS, especially in a Windows network environment.
• Familiar with ITIL process - Incident, Change and Problem Management.
• Ability to lift 50 pounds to transport and install IT equipment.

Responsibilities

• Provide level 1 & 2 telephone, hardware, software, how-to support and escalations.
• Maintain customer service SLAs and monitor tickets per SLA guidelines.
• Record, track, and document problem solving process through final resolution.
• Provide onsite and remote support to Executive, Leadership and C-Level.
• Assist in new hire training and create staff training documentation.
• Collaborate with L3/Design Engineering to resolve high-level problems.
• Document and improve existing processes and perform VIP support as needed.

Skills

Service Desk experience

Customer service

Active Directory

Azure Active Directory

ITIL

Decision making

Communication skills

VIP support

Self-starter

Education

Bachelor’s Degree in Computer Science, or Associate Degree plus two years or equivalent technical support experience

A+ and Net+ Certification or equivalent

ITIL certification (preferred)

Tools

Citrix

Mac OS

Windows 10

MS Office

Job description

Arhaus was founded in 1986 on a simple idea: Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used—and loved—for generations.

Description

Arhaus is seeking a motivated, tech-savvy individual with prior Service Desk experience to join our IT Service Desk team. The Service Desk Analyst position works onsite and provides level 1 & 2 telephone, hardware, software, how‐to support, escalations, IT service management and customer service. This is an opportunity to be challenged every day working with a variety of customers, devices, and environments. The position’s focus is on technical phone support for our Corporate and Store users along with phone and in‐person technical support for our Warehouse users.

The standard schedule for this full-time position is Friday - Tuesday; Saturday and Sunday remote; off Wednesday and Thursday.

• Assist with maintenance of customer service SLAs.
• Work with senior level L3/Design Engineering to determine and resolve high level problems.
• Ensure service desk tickets are properly monitored.
• Oversee the execution and completion of assigned tasks.
• Document and improve existing processes.
• Respond to tickets in accordance with SLA guidelines.
• Record, track, and document the service desk request problem solving process including actions taken through to the final resolution.
• Respond in timely manner to escalated requests and issues.
• Provide onsite and remote support to Executive, Leadership and C-Level.
• Assist new hire training for basic IT needs.
• Familiar with automation processes for service desk such as scheduling jobs, monitoring & alerting, and automating system maintenance a plus.
• Ability to work in Active Directory, MS Azure Active Directory.
• Test new technology and Create documentation for staff for training purposes.

Requirements:

• 3 to 6 years’ experience in a Service/Help Desk or Customer Service environment.
• Strong knowledge of standard PC Hardware / Software / Operating Systems.
• MS-Windows 10
  
  • MS-Office
  • Citrix
  • Knowledge and experience with Mac OS, especially in a Windows network environment.
• Fundamental understanding of iOS, Smartphone, Tablet or Mac experience.
• Ability to make sound decisions based on logical reasoning.
• Commitment to the team concept.
• Supporting Director, VP and higher white glove/VIP support
• Ability to work in a fast-paced & high-volume environment.
• Needs to be a self-starter & ability to work independently.
• Familiar with ITIL process - Incident, Change and Problem Management.
• Provide backup support as needed:
  • Assist in AV setups as needed for meetings.
  • Set up new workstations for users (deploying equipment, checking over account setups).
• Minimal Education/Certification Requirements:
• Bachelor’s Degree in Computer Science, or Associate Degree plus two years or equivalent technical support experience.
• A+ and Net+ Certification or equivalent required.
• Preferred ITIL certified.
• Ability to lift 50 pounds to transport and install IT equipment.

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.

AI CODE OF CONDUCT
At Arhaus, we believe great hiring starts with authentic human connection. Throughout your candidate experience, you will be engaging with real recruiters, hiring managers, and interviewers who are focused on getting to know you, your experiences, skills, perspectives, and potential. We encourage candidates to use AI to support resume refinement, interview preparation, brainstorming, and communication. All application materials, assessments, and interview responses must accurately reflect your own experiences, qualifications, and capabilities. We ask that you participate in phone and virtual interviews without using AI to develop your responses. To protect the integrity of our hiring process and the confidentiality of information shared during interviews, candidates may not record, transcribe, or use AI-powered note-taking tools during interviews. We expect all candidates to participate in the hiring process with honesty and integrity. For take-home assignments or role-specific assessments where AI use is permitted, we request transparency on which specific tools were used and how the tools were used and expect an explanation of your approach, contributions, and decision-making.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.