VIP IT Support Desk Analyst (Onsite + Remote)

Arhaus-6

Conover (NC)

Hybrid

USD 55,000 - 85,000

Full time

14 days+

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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.