IT Support Technician

Summary

The IT Support Technician role at Sur La Table involves providing technical support to employees in various locations. The technician is expected to work a rotating coverage schedule and handle tasks such as troubleshooting software and hardware issues, creating documentation, and supporting various projects. The job requires the ability to work shifts including nights, weekends, on-call hours, and overtime.

Requirements

• 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

Responsibilities

• 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
• 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

Benefits

• Unlimited PTO for salaried employees
• 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