IT Service Desk Technician
About The Position
Sur La Table's IT Service Desk supports employees across our warehouse, retail stores, and corporate offices. The team operates seven days a week and needs a technician who can triage, troubleshoot, and resolve issues across hardware, software, and networking with minimal escalation. As IT Support Technician, you will serve as the first point of contact for all employee technology requests, owning issues from intake through resolution. Within your first six months, you will have built fluency with our environment, reduced repeat tickets through better documentation, and become a reliable resource the broader team depends on. This is a lean team. You will own a lot, move fast, and make decisions with full end-to-end responsibility.
Requirements
- Ability to work required shifts including nights, weekends, on-call hours, and overtime on a rotating coverage schedule.
- Ability to communicate clearly and concisely both verbally and in writing with employees, vendors, and customers.
- Ability to analyze and interpret data and learn technical material.
- Ability to work independently, prioritize tasks, and handle multiple requests simultaneously.
- Ability to think critically and communicate complex ideas in a clear and concise manner.
- Ability to use computers and other office equipment to accomplish work tasks.
- Ability to remain stationary for extended periods and lift, move, or handle equipment weighing up to 50 lbs.
- Ability to travel occasionally, including overnight.
- Regular and predictable attendance.
Responsibilities
- Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in-person requests from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Identify, diagnose, and resolve software, hardware, and network issues in a timely manner.
- Open trouble tickets and escalate or communicate to tier 2 support and management as appropriate.
- Configure and deploy new user desktop/laptop hardware, software, and peripherals.
- Create and update troubleshooting and technical documentation.
- Learn and utilize AI agents to improve daily task efficiency.
- Remotely support vendor installation of technology and hardware for new and relocated stores.
- Maintain and track repairs, warranty information, and PC-based inventory.
- Support projects including upgrades of applications, telephony, video conferencing, printers, and multi-function devices.
Benefits
- Paid time off policies
- 401(k) match
- Medical/dental/vision
- Variety of supplemental policies
- Employee discounts across our portfolio of brands
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
