VIP IT Service Desk Analyst — Onsite & Remote Support

Arhaus; Conover (NC); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Arhaus is seeking a motivated Service Desk Analyst to join our IT Service Desk team. This on-site role focuses on level 1–2 phone, hardware, software, and escalation support for Corporate, Store, and Warehouse users, with a mix of on-site and remote work days.

The position emphasizes fast-paced, high-volume support, collaboration with L3/Design Engineering, and contributing to process documentation and SLA adherence.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Telephone skills

Communication

Customer service

Problem solving

Education

Bachelor’s Degree in Computer Science

Associate Degree + 2 years experience

Tools

Active Directory

MS Azure Active Directory

Citrix

Mac OS

Windows 10

Job description

Arhaus is seeking a motivated Service Desk Analyst to join our IT Service Desk team. This on-site role focuses on level 1–2 phone, hardware, software, and escalation support for Corporate, Store, and Warehouse users, with a mix of on-site and remote work days.

The position emphasizes fast-paced, high-volume support, collaboration with L3/Design Engineering, and contributing to process documentation and SLA adherence.