VIP IT Service Desk Analyst — Onsite & Remote Support

Talentify; Conover (NC); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Arhaus is seeking a motivated Service Desk Analyst to provide level 1 and 2 support onsite and remote for corporate, store, and warehouse users. The role covers hardware, software, account issues, and proactive service desk operations.

You will collaborate with senior L3/design engineers on high-level problems, ensure SLAs are met, document processes, and contribute to training for new staff while maintaining a fast-paced support environment.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• A+ and Net+ certifications or equivalent required.
• 3–6 years in a Service/Help Desk or Customer Service environment.
• Experience with Active Directory and Azure AD.
• Experience providing VIP support to executives.

Responsibilities

• Maintain customer service SLAs and ticketing quality.
• L3 escalation with Design Engineering for complex problems.
• Monitor and update service desk tickets and tasks.
• Document and improve existing support processes.
• Provide onsite and remote support for Executive, Leadership and VIP users.
• Assist new hire training for basic IT needs.
• Apply ITIL practices for incident, change and problem management.
• Set up new workstations and assist in AV setups as needed.

Skills

Service Desk

Customer Service

IT Help Desk

Windows OS

Active Directory

Azure AD

Phone Support

VIP Support

Education

Bachelor’s Degree in Computer Science

Associate Degree + 2 years of experience

Tools

Citrix

MS Office

Mac OS

Windows 10

ITIL

Job description

Arhaus is seeking a motivated Service Desk Analyst to provide level 1 and 2 support onsite and remote for corporate, store, and warehouse users. The role covers hardware, software, account issues, and proactive service desk operations.

You will collaborate with senior L3/design engineers on high-level problems, ensure SLAs are met, document processes, and contribute to training for new staff while maintaining a fast-paced support environment.