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
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*The IT Support Technician Lead *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. 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.
Your day to day responsibilities will include:

• Answering phones and emails in a call center environment supporting local and remote end users.
• 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.

Our ideal candidate:

• 2+ years’ experience imaging corporate laptops and desktops with MDT.
• 2+ years’ experience imaging and deploying Macs.
• 2+ years’ experience with end user Office 365 Administration.
• 2+ years’ experience Administering McAfee Antivirus and Encryption (preferred but not required).
• 3+ years’ experience supporting Mac OS X, iOS and Adobe Creative Suite.
• 3+ years’ experience supporting Microsoft Office suite of applications.
• 3+ years’ experience supporting Windows 7, 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.

Essential functions of this role include:

• 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.

What's in it for you:

• Career growth opportunities with a rapidly growing company!
• Work with and learn from top technical talent
• See the impact and scope of your work clearly and directly

The IT Support team works on a 7 day/week rotating schedule that includes daytime and afternoon shifts that rotate between days/afternoons as well as weekday and weekends.
The IT service desk hours of operation are:
Monday - Saturday 9am-10pm EST
Sunday 10am-9pm EST
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_CSC Generation Holdings 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._
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_CSC Generation Holdings family of brands is committed to the full inclusion of all qualified individuals. As part of this commitment, CSC Generation will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please contact _hr@directbuy.com

Job Type: Full-time

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