IT Support Technicians provide a wide range of general and user-specific support. Leveraging their knowledge of computer hardware, software, and peripherals they provide support via phone, email and in-person to Sur La Table employees in our warehouse, retail stores, and corporate offices via the Sur La Table Service Desk. IT Support Technicians are supervised by the Manager, Service Desk.
The Service Desk is open 7 days per week and technicians work a rotating coverage schedule.
JOB DUTIES AND RESPONSIBILITIES:
Answer phones and emails in a call center environment supporting local and remote end users.
Identify, diagnose, and resolve software, hardware, and network issues in a timely manner.
Open “trouble tickets”; escalate/communicate to tier 2 and management as appropriate.
Configure and deploy new user desktop/laptop hardware, software, and peripherals.
Create and update troubleshooting and technical documentation.
Handle multiple tasks and communicate status in a timely manner.
Prioritize and complete a majority of tasks with minimal direction following IT standards.
Remotely support vendor installation of technology and hardware for new and/or relocated stores.
Maintain and track repairs, warranty information and PC based inventory.
Support various projects including upgrades of applications, telephony, video conferencing, printers and/or multi-function devices.
Demonstrate exceptional customer service skills via phone, email and in person.
Communicate clearly and concisely both orally and in writing.
Additional responsibilities as assigned by manager.
Ability to work required shifts which includes nights, weekends, on-call hours and/or overtime.
Ability to regularly communicate verbally and in writing and work cooperatively with employees, vendors, and customers.
Ability to analyze and interpret data.
Ability to learn technical material.
Ability to work independently
Ability to use computer and other office equipment to accomplish work tasks.
Ability to think critically and communicate complex thoughts and/or ideas in clear and concise manner.
Ability to remain stationary for extended periods of time.
Regular and predictable attendance.
Able to lift, move or handle equipment weighing up to 50lbs.
Ability to travel, including overnight.
EXPERIENCE AND REQUIRED QUALIFICATIONS:
1-2+ years’ experience imaging corporate laptops and desktops with MDT.
1-2+ years’ experience imaging and deploying Macs.
1-2+ years’ experience with end user Office 365 Administration.
1-2+ years’ experience Administering McAfee Antivirus and Encryption (preferred but not required).
1-3+ years’ experience supporting Mac OS X, iOS and Adobe Creative Suite.
1-3+ years’ experience supporting Microsoft Office suite of applications.
1-3+ years’ experience supporting Windows 7, Windows XP, PC’s, and laptops in a Microsoft environment.
A+ certification (preferred)
Familiarity with POS systems, kiosk systems, and specialty Point of Sale. (preferred)
Associate degree in IT or equivalent field. Related work experience considered in lieu of education.
Sur La Table Core Competencies for Everyone:
· Focus on the Customer: You inspire and delight your customers
· Be Genuine: Your communication style is respectful, effective and sincere
· Make the Right Call: You effectively blend knowledge, experience, wisdom & decisive action
· Take Ownership: you are committed, responsible and provide solutions
· Achieve Results: You meet and exceed goals and expectations
This job description represents a summary of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, may be part of the job. This job description is not an employment agreement or contract. Sur La Table has the exclusive right to alter this job description at any time without notice.