VIP IT Service Desk Specialist

Arhaus; Conover (NC); On-site; USD 52,000 - 75,000; Full time

Job summary

Arhaus is seeking a motivated, tech-savvy IT Service Desk Analyst to join our on-site team. This role provides level 1 & 2 support, handling phone, hardware, software, and escalation tasks for corporate, store, and warehouse users, with a focus on VIP support.

Schedule Tue-Fri 7A-4P and Sat 1-10P ET; occasional weekend work. You will document processes, monitor tickets, assist with AV setups, and contribute to ITIL-based incident/change management.

Qualifications

• 3 to 6 years’ experience in a Service/Help Desk or Customer Service environment.
• Strong knowledge of standard PC Hardware / Software / Operating Systems.
• Familiar with ITIL process - Incident, Change and Problem Management.

Responsibilities

• Provide level 1 & 2 telephone, hardware, software, how-to support, escalations, IT service management and customer service.
• Assist with maintenance of customer service SLAs.
• Record, track, and document the service desk problem solving process through final resolution.
• Respond to tickets in accordance with SLA guidelines.
• Provide onsite and remote support to Executive, Leadership and C‑Level.

Skills

Active Directory

MS Azure Active Directory

ITIL knowledge

VIP support

Education

Bachelor’s Degree in Computer Science

Associate Degree + 2 years IT support experience

Tools

Citrix

MS Office

Mac OS (Windows network)

Job description

Arhaus is seeking a motivated, tech-savvy IT Service Desk Analyst to join our on-site team. This role provides level 1 & 2 support, handling phone, hardware, software, and escalation tasks for corporate, store, and warehouse users, with a focus on VIP support.

Schedule Tue-Fri 7A-4P and Sat 1-10P ET; occasional weekend work. You will document processes, monitor tickets, assist with AV setups, and contribute to ITIL-based incident/change management.