Service Desk Analyst

Arhaus-posted 3 months ago
Full-time
Conover, NC
1,001-5,000 employees
Merchant Wholesalers, Durable Goods
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Arhaus is seeking a motivated, tech-savvy individual with prior Service Desk experience to join our IT Service Desk team. The Service Desk Analyst position works onsite and provides level 1 & 2 telephone, hardware, software, how-to support, escalations, IT service management and customer service. This is an opportunity to be challenged every day working with a variety of customers, devices, and environments. The position's focus is on technical phone support for our Corporate and Store users along with phone and in-person technical support for our Warehouse users. The standard schedule for this full-time position is Monday through Friday, from 1:00 PM to 10:00 PM Eastern Time. Please note that occasional weekend work will be required.

  • 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.
  • Familiar with automation processes for service desk such as scheduling jobs, monitoring & alerting, and automating system maintenance a plus.
  • Ability to work in Active Directory, MS Azure Active Directory.
  • Test new technology and Create documentation for staff for training purposes.
  • Resolve Tier 1 & 2 long pending support tickets.
  • 3 to 6 years' experience in a Service/Help Desk or Customer Service environment.
  • Effective telephone skills.
  • Effective communication skills.
  • Strong knowledge of standard PC Hardware / Software / Operating Systems.
  • MS-Windows 10
  • MS-Office
  • Citrix
  • Knowledge and experience with Mac OS, especially in a Windows network environment.
  • Fundamental understanding of iOS, Smartphone, Tablet or Mac experience.
  • Ability to make sound decisions based on logical reasoning.
  • Commitment to the team concept.
  • Effective problem determination skills.
  • Supporting Director, VP and higher white glove/VIP support.
  • Effective listening skills.
  • Ability to work in a fast-paced & high-volume environment.
  • Needs to be a self-starter & ability to work independently.
  • Familiar with ITIL process - Incident, Change and Problem Management.
  • Provide backup support as needed.
  • Assist in AV setups as needed for meetings.
  • Set up new workstations for users (deploying equipment, checking over account setups).
  • Preferred ITIL certified.
  • Equal Opportunity Employer
  • Commitment to a work environment free of discrimination and harassment.
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