IT Support Technician

With over 50 stores and the largest avocational cooking program in the US, Sur La Table offers an unsurpassed selection of exclusive and premium-quality goods for the kitchen and table – and the culinary expertise and inspiration to go along with it. Whether the job entails interacting with our customers, driving digital growth, or providing vital behind-the-scenes support, we’re all here for the same reason – to roll up our sleeves and create happiness through cooking and sharing good food. 

The IT Support Technician provides 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. 

This position will report into the Manager, Service Desk. 

The Service Desk is open 7 days per week and technicians work a rotating coverage schedule. 

• Answer, evaluate and prioritize incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.  
• Identifying, diagnosing, and resolving software, hardware, and network issues in a timely manner. 
• Opening “trouble tickets”; escalate/communicate to tier 2 and management as appropriate. 
• Configuring and deploying new user desktop/laptop hardware, software, and peripherals. 
• Creating and updating troubleshooting and technical documentation. 
• Handling multiple tasks and communicating status in a timely manner. 
• Prioritizing and completing a majority of tasks with minimal direction following IT standards.  
• Remotely supporting vendor installation of technology and hardware for new and/or relocated stores. 
• Maintaining and tracking repairs, warranty information and PC based inventory. 
• Supporting various projects including upgrades of applications, telephony, video conferencing, printers and/or multi-function devices. 
• Demonstrating exceptional customer service skills via phone, email and in person.  
• Communicating 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 occasionally, including overnight. 

• PTO  
• Medical/Dental/Vision and a variety of supplemental policies available  
• Company 401K match 
• Company Health Spending Account (HSA) match 
• Company provides group life insurance at no cost  
• COBRA reimbursement for salaried employees until health insurance eligible  
• Paid Holidays  
• Birthday off with pay! 
• Pet Insurance 
• Generous employee discounts 

• Depending on the position, our application and interview process may vary, but here are some of the ways we get to know you better: 
• 📞 Step 1: Match most of the requirements and qualifications for the position? We want to chat. A recruiter will reach out to you via email to schedule some time to learn more about our company and get to know you better. Remember, you’re also interviewing us! 
• 📝 Step 2: Our assessments (if applicable to the role) measure your analytical and business acumen. We use them to better understand your expertise. Each person interviewing for the same role receives the same assessment, which helps us evaluate candidates equally and consistently. 
• 👩🏽‍💻Step 3: Virtual or in-person interviews depending on your location. Our hiring team will learn more about your prior experience and challenges you’ve faced. Be prepared with detailed examples. Concise and well-organized answers are ideal. 
• ✍🏽 Step 4: Offer! This is where things get really exciting. We gather all data from your interviews and conduct a final review. If qualified for the position, your recruiter will connect with you via phone to present a verbal offer we know you’ll be excited about. 

CSC Generation family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws.  

CSC Generation family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact hrbenefits@cscshared.com.