Service Desk Analyst

About the role

Arhaus is seeking a motivated, tech-savvy individual with prior Service Desk experience to join our IT Service Desk team. The Service Desk Analyst provides level 1 & 2 telephone, hardware, software, how-to support, escalations, IT service management, and customer service. This position works onsite and focuses on technical phone support for Corporate and Store users, as well as phone and in-person technical support for Warehouse users.

Schedule

The standard schedule for this full-time position is Tuesday–Friday, 7:00 AM–4:00 PM and Saturday, 1:00 PM–10:00 PM Eastern Time. Occasional weekend work will be required.

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 final resolution.
• Respond in a timely manner to escalated requests and issues.
• Provide onsite and remote support to Executive, Leadership, and C-Level users.
• Assist new hire training for basic IT needs.
• Familiarity with automation processes for service desk such as scheduling jobs, monitoring & alerting, and automating system maintenance.
• Work in Active Directory and MS Azure Active Directory.
• Test new technology and create documentation for staff training purposes.
• Resolve Tier 1 & 2 long-pending support tickets.
• Provide backup support as needed, including assisting in AV setups for meetings and setting up new workstations for users (deploying equipment, checking account setups).

Requirements

• 3 to 6 years’ experience in a Service/Help Desk or Customer Service environment.
• Effective telephone and communication skills.
• Strong knowledge of standard PC Hardware, Software, and Operating Systems.
• Experience with MS-Windows 10, MS-Office, and 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.
• Experience supporting Director, VP, and higher-level white-glove/VIP support.
• Effective listening skills.
• Ability to work in a fast-paced and high-volume environment.
• Self-starter with the ability to work independently.
• Familiarity with ITIL process—Incident, Change, and Problem Management.
• Bachelor’s Degree in Computer Science, or Associate Degree plus two years or equivalent technical support experience.
• A+ and Net+ Certification or equivalent required; ITIL certification preferred.
• Ability to lift 50 pounds to transport and install IT equipment.