Service Desk Analyst

Founded in 1986, Arhaus is a growing lifestyle brand and omnichannel retailer of premium home furnishings. Through a differentiated proprietary model that directly designs and sources products from leading manufacturers and artisans around the world, Arhaus offers an exclusive assortment of heirloom quality products that are sustainably sourced, lovingly made, and built to last. With more than 100 showroom and design studio locations across the United States, a team of interior designers providing complimentary in-home design services, and robust online and e-commerce capabilities, Arhaus is known for innovative design, responsible sourcing, and client-first service.

Rotating Schedule:

8:00 am - 5:00 pm, Sunday through Thursday

8:00 am - 5:00 pm, Wednesday through Sunday

Description:

Arhaus is looking for a Service Desk Analyst. This role provides comprehensive IT support both remotely and on-site. The ideal candidate will possess strong technical skills, excellent customer service abilities, and the flexibility to adapt to various IT environments.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, and remote tools.
• Troubleshoot and resolve hardware, software, and network issues.
• Document and track incidents and service requests using the ticketing system.
• Escalate complex issues to higher-level support teams as necessary.
• Maintain knowledge base articles and user guides.
• Create user accounts promptly following established processes.
• Conduct on-site visits for hardware installation, repair, and maintenance.
• Troubleshoot and resolve technical issues related to functionality and performance.
• Resolve escalated issues promptly and engage additional resources as needed.
• Collaborate with cross-functional teams to ensure the timely completion of requests and support issues.
• Maintain accurate documentation of service activities, including service reports and customer feedback.
• Provide excellent customer service by addressing inquiries, concerns, and complaints professionally and on time.
• Conducted on-site visits to install hardware, ensuring work was completed professionally and neatly.
• Relocate and decommission hardware at facility locations as needed.
• Deploy hardware to end users and provide support and guidance for usage and maintenance.

Qualifications:

• High school diploma or equivalent, focusing on technical or mechanical coursework (required).
• Bachelor's degree in information technology, Computer Science, or related field (preferred).
• 1-2 or more years of progressive experience in IT operations.
• Proven experience in field services or a related role, with retail experience preferred.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network protocols and troubleshooting.
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Valid driver's license and willingness to travel to various locations (up to a quarter of the year).
• Ability to lift 50 pounds to transport and install IT equipment.

Core Competencies:

• Experience with ITIL processes and best practices.
• Certifications such as CompTIA A , Network , or Microsoft Certified Professional (MCP).
• Knowledge of mobile device management (MDM) solutions.
• Familiarity with cloud services and virtualization technologies.
• Experience supporting end users utilizing Citrix.
• Participation in an On-Call rotation.
• Experience with collaborative platforms such as Zoom and Microsoft Teams.
• High level of interpersonal skills – Role requires interaction with all levels of users up to and including C-Level Executives, must be able to communicate effectively and efficiently.

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassmend. 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.