Service Desk Technician

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes.

From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Service Desk Technician
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The Service Desk Technician acts as the single point of contact for all technology services across the organization and provides multi-tiered support for associates via phone, email and self-service. The Service Desk Technician provides level one technical support to associates via phone, voicemail, and self-service.

This position is fully remote

The shift for this position is Sunday through Thursday, 11:30 am - 8:00 pm CST

• Provide support for technology incidents and work orders (via phone, voicemail, self-service)
• Open/Close incidents and work orders in incident tracking tool (Jira)
• Manage accounts for new hires, exits, and transfers
• Monitor and resolve tickets, ensuring they are addressed within the Service Level Agreement (SLA) timeframe
• Ensure follow-up is performed by level 2/3 support
• Meet all productivity and quality goals measured by the department
• Create, edit and submit knowledge base documentation and content
• Performance basic client administration activities
• Mentor new associates on technical issues

• Ability to work under direct supervision
  
  Ability to use various tools to resolve system and end user issues
• Ability to multi-task in a high-volume environment
• Ability to work different shifts to accommodate fluctuations in call volume
• Good interpersonal skills

• 1 year experience working in a technical support environment
• Technical degree or equivalent background
• Good technical acumen and abilities troubleshoot technical issues to resolution
• Knowledge of networking, system administration, security, and end user technologies

Minimum Starting Rate: $23.00 Hourly
Up to: $28.00 Hourly Pay ranges will be adjusted upward as needed to comply with applicable state and local law. In addition to your salary, based on your role, associates may be eligible for other compensation including bonuses, sales incentives, and long term incentives.