Service Desk Analyst

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, howto 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 inperson technical support for our Warehouse users.

Essential Duties & Responsibilities:
• Install and configure hardware and software.
• 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.
• Infrastructure alerts are addressed in a timely and thorough manner.
• Oversee the execution and completion of assigned tasks.
• Document and improve existing processes.
• Define 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.
• Repair and replace equipment as needed.
• Provide onsite and remote support to Executive, Leadership and C-Level.
• Assist in AV setups as needed for meetings.
• 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.
• Set up new workstations for users (deploying equipment, checking over account setups).
• Heavy use of Windows and Mac OS devices.
• 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.
• Initiate Crisis/Major Incident Bridges and provide updates.

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.
o MS-Windows 10
o MS-Office
o Citrix
o Knowledge and experience with Mac OS, especially in a Windows network environment.
• Understanding of Cisco Meraki, SOTI or Intune a plus.
• Fundamental understanding of iOS, Smartphone, Tablet or Mac experience.
• Fundamental understanding of networking and network troubleshooting.
• Fundamental understanding of IP phones and conference room.
• 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

Minimal Education/Certification Requirements:
• Bachelor’s Degree in Computer Science, or Associate Degree plus two years or equivalent technical support experience.
• A+ and Net+ Certification or equivalent required.
• Preferred ITIL certified.
• Ability to lift 50 pounds to transport and install IT equipment.
• IT Service Desk Analyst coverage and hours are M-F 7 AM to midnight, Saturday from 9 AM to 9 PM, and Sunday from 9 AM to 7 PM. The right candidate will be working a predefined shift on a rotation with the team.

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.