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Form of workJob Description
The RealReal is the world's largest online marketplace for authenticated, resale luxury goods. Through our work, we are committed to contributing to a sustainable future, both for fashion and for our employees. Authenticity is a core component of our business; we value it in our products and we celebrate it across our teams by encouraging every TRR employee to bring their REAL authentic selves to work each day. We're hiring, and we'd love for you to join our dynamic team!
As ourIT Administrator you will play a key role in ensuring that business productivity avoids gaps and service disruptions. You will play an integral role in both identifying and solving technical issues and trends across our eCommerce centers, nationwide retail stores, and large-scale Sales teams working in the field. To mitigate and remediate technical challenges, you will build strong relationships with a number of operational departments such as Photography, Authentication, Sales, and Retail to name a few. This position will give you a change to not only work with cutting edge technology, but also to explore new vendors and bring new solutions to existing business challenges. Additionally you will review, update and or change the existing IT processes and workflows to meet the ever changing day to day production needs.
What You Get To Do Every Day
Primary Responsibility: Supporting Help Desk Escalations
- Ensure end-users are getting the support they need in a timely manner. Take on a Level-1 first responder role when necessary while also conducting deep dives on Level-2 escalations
- Support the L1 team on escalations, ensure we do not breach our SLA
- Lead the team in basic troubleshooting, and be an expert in problem solving
- Clearly document technical issues in the helpdesk ticket queue (Freshservice)
- Maintain an approachable atmosphere with teammates and end-users
- Strive for customer service, maintain transparency, communicate priorities
- Some weekend hours of coverage to be expected
Projects
- Take ownership of deep dives on technical issues surrounding desktops, laptops, iPhones, network issues, MDMs, internal tools, automation, and cloud based systems
- Assist in identifying ticket trends, discover a use-case for projects, formulate solutions on issues that go beyond just a simple break-fix
- Contribute to configuration and deployment projects in Jamf, WorkSpace One, and Windows Server Group Policies
- Handle escalations to vendors; research and help implement third party solutions
- Establish project timelines, state objectives, and outline milestones and standard operating procedures using Atlassian (Jira and confluence)
- When implementing changes to production, use Change Management SOP and follow the approval process in Freshservice
- Contribute and facilitate general moves, additions and changes
Asset Management and Deployments
- Conduct audits of deployed and stored inventory using the asset management systems
- Audit user directories (AD against Google, Google against Freshservice etc.)
- Ensure all computers, phones and tablets, have the latest approved patch or incremental updates
- Contribute in migrations between systems and services, vendors and platforms
What You Bring To The Role
- Self-motivated and able to work effectively both independently and part of a team
- Minimum 3-5 years of Helpdesk experience and/or Bachelor's Degree
- Five or more years of experience in Helpdesk and System administration supporting at least 500 users across multiple sites
- Experience troubleshooting network connectivity issues, possess a solid understanding of network protocols (TCP/IP, DNS, 802.11sc)
- Experience building policies and scoping settings to endpoints in Jamf, WorkSpace One
- Experience in administering Google G-Suite, Office 365 and Active Directory
- Experience with Operating System upgrades and Patch Management across multiple sites
- Subject Matter Expert on operating systems and platforms; can effectively negotiate system event logs with user reported issues and identify technical root causes
The expected salary range for this role is $70,941 - $95,790. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR's total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.
GHR8630 #LI-AA10 #LI-Onsite
The RealReal is the world's largest online marketplace for authenticated, resale luxury goods, with more than 30 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off and direct shipping. We do all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as handling shipping and customer service. At our 13 retail locations, including our twelve shoppable stores, customers can sell, meet with our experts and receive free valuations.
The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
