Specialist, It Support

About Rugs USA:

Since launching in 1998, Rugs USA has established itself as a leading innovative online destination for an extensive variety of high-quality, on-trend area rugs at prices customers won’t find anywhere else. Passionate about the impact that the perfect rug brings to a space, we foster close relationships with the designers, artisans, and factories who make our goods, giving us the ability to simplify our business model and deliver exceptional pricing and a vast assortment of styles. By guiding our customers through the rug buying process and offering a curated selection of complementary lighting and accessories, we’ve become our customers’ ultimate secret weapon in bringing their vision of home to life - at any budget.

Job Summary:

The Level 2 IT Help Desk Technician will play a pivotal role in maintaining the seamless operation of our warehouse IT systems, focusing on helpdesk tasks, switch configurations, and providing escalated technical support. This role requires a depth of technical expertise and a flair for customer service; you’ll be actively involved in ensuring our warehouse devices function optimally, including working from a scissor lift at heights. This role will be onsite M-F based out of our Cranbury, NJ Warehouse.

Key Responsibilities:

1. Helpdesk Support:

• Efficiently triage IT tickets and assign them to the appropriate resource.

• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, Microsoft Office, Google Workspace,

• Communicate effectively with users to understand the problem and provide timely solutions.

• Guide and educate users about common issues and solutions to foster self-help in the future.

• Provides first-level troubleshooting and basic technical support services to end-users of computers

1. Network Management:

• Ensure network stability and performance through monitoring and optimization.

• Coordinate with the team VLAN configurations.

1. Warehouse-Specific Support:

• Assist with setup, maintenance, and troubleshooting warehouse management systems (WMS) and related equipment such as barcode scanners, printers, and handheld devices.

• Ensure seamless integration and functioning of IT systems within the warehouse, minimizing potential downtime or disruption.

• Collaborate with operations teams to optimize workflow processes and system integrations.

• Comfortable working on scissor-lifts to troubleshoot access points on the warehouse ceiling.

1. General IT Tasks:

• Set up, maintain, and troubleshoot desktops and laptops on Windows and Mac.

• Install and update software packages and create and maintain computer images and policies to ensure a positive and consistent end-user experience.

• Ensure data integrity and access control by backing up systems and setting user privileges.

• Maintain and update documentation of procedures, user guides, and FAQs.

1. Continuous Improvement:

• Stay updated with the latest trends and best practices in IT support.

• Recommend improvements to systems, technologies, and processes to boost efficiency and effectiveness.