VIP IT Support Desk Analyst (Onsite + Remote)

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 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.