Service Desk Analyst

Arhaus•Conover, NC

6d•Onsite

About The Position

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 Tue-Fri 7A-4P and Saturday 1-10P Eastern Time. Please note that occasional weekend work will be required.

Requirements

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
Bachelor’s Degree in Computer Science, or Associate Degree plus two years or equivalent technical support experience.
A+ and Net+ Certification or equivalent required.

Nice To Haves

Preferred ITIL certified.

Responsibilities

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.
Assist in AV setups as needed for meetings.
Set up new workstations for users (deploying equipment, checking over account setups).