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Technical Support Analyst
2 months ago
POSITION: IT Support Specialist (Desktop Support Specialist)
REPORTS TO: Director, Technology
WORK ENVIRONMENT: Corporate Office
DEPARTMENT: Technology
JOB TYPE: Full Time
JOB LEVEL: Associate
FLSA CATEGORY: Exempt (Salaried)
WORK SCHEDULE: M-F (9:00am- 5:30pm)
REMOTE WORK: No - 5 days onsite
TRAVEL REQUIRED: Local travel to retail store as needed
BENEFITS & PERKS: Bonus Eligibility, Healthcare Benefits (Medical, Dental, Vision), Paid Parental Leave, Employer-paid Short Term Disability, 401(k) with Employer Match, PTO & Sick Time, Employee Merchandise Discount, and more
About Us:
Since 1977, LAGOS has been a leader in fine jewelry, merging precious materials with expert craftsmanship to deliver modern, iconic styles. Each piece narrates a story of timeless elegance, crafted meticulously to offer bold, unique designs that inspire personal expression.
Job Overview:
Our compact Technology team engages in a variety of projects across different tech domains, providing vital support to various departments and team members with varying levels of technical knowledge. We emphasize speed, reliability, and strong interpersonal skills to ensure high performance and professional interactions. A resilient mindset and a willingness to learn and contribute are essential for success in this collaborative setting.
Ideal Candidate:
You excel in a dynamic environment where each day presents new challenges. Your innate curiosity drives you to seek innovative solutions, while your resilience enables you to overcome obstacles with confidence. You possess not only technical skills but also the ability to connect with others, simplifying complex concepts for colleagues of all technical backgrounds. Valuing teamwork, you bring a positive, can-do attitude, always ready to assist or share your expertise. As a proactive problem-solver, you are dependable, ensuring that projects are completed on time and to the highest standards. With a strong work ethic and adaptability, you are eager to grow both personally and professionally in a vibrant tech environment.
Duties & Responsibilities:
- Efficiently manage and resolve IT support tickets, ensuring user satisfaction and system reliability, while coordinating inbound ticket assignments.
- Act as a support resource for MS Office 365 applications, including Teams, providing expertise and assistance.
- Facilitate effective communication with team members across all levels of technical proficiency and collaborate with global teams, emphasizing strong written communication skills.
- Deliver comprehensive desktop support, including physical computer setups, troubleshooting, software installations, general support queries, and basic printer maintenance/troubleshooting.
- Provide mid-level support for network systems, including hands-on troubleshooting and configuration tasks.
- Develop a solid understanding of NetSuite to assist users, troubleshoot issues, and coordinate with the broader IT team regarding system updates.
- Maintain and update user account information and email addresses via Microsoft Directory, collaborating with HR and managers to ensure smooth onboarding and offboarding processes.
- Occasionally travel to local store sites to assist with hardware setups or provide remote support as necessary.
Job/Skill Requirements:
- 2+ years of relevant experience in tech support, preferably with exposure to a diverse user base.
- Familiarity with using and managing IT ticketing systems and project management tools.
- Strong skills in Microsoft Office 365, particularly Teams required.
- Experience with NetSuite or other ERP systems preferred.
- Experience with remote support tools.
- Practical networking experience required.
- CompTIA A+ or equivalent hardware certification is a plus.
- Any Microsoft Office or NetSuite certification is a plus.
- Other relevant IT industry certifications.
- Excellent written and interpersonal communication skills. Friendly, patient, and a great communicator.
Physical Demands:
- Prolonged periods of sitting at a desk and working on a computer.
- Required to sit; climb or balance; and stoop, kneel, crouch or crawl.
- Required to regularly lift and/or move up to 30 lbs of equipment.
- Required to possess specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and capacity to adjust focus.
- Must be able to access all areas of the facility to determine needs.
- Occasional travel to other offices.
Equal Employment Opportunity:
LAGOS is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin, or citizenship. We are committed to a diverse workforce. We value all employees' talents and support an environment that is inclusive and respectful.
Other Duties:
Please note this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
