Information Technology Help Desk Technician

Welcome to the Table. At Sur La Table, community, culinary joy, and celebration are at the heart of who we are. From monthly spotlights to the Golden Whisk awards and cooking class perks, our culture blends recognition with hands‑on experiences. New team members are welcomed with care and inspired by wellness events, inclusive stories, and a personal touch that makes you feel right at home. Reports to: IT Service Desk Manager About the role Sur La Table's IT Service Desk supports employees across our warehouse, retail stores, and corporate offices. The team operates seven days a week and needs a technician who can triage, troubleshoot, and resolve issues across hardware, software, and networking with minimal escalation. As IT Service Desk Technician , you will serve as the first point of contact for all employee technology requests, owning issues from intake through resolution. Within your first six months, you will have built fluency with our environment, reduced repeat tickets through better documentation, and become a reliable resource the broader team depends on. This is a lean team. You will own a lot, move fast, and make decisions with full end‑to‑end responsibility. What You'll do Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in‑person requests 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 and elevate or communicate to tier 2 support and management as appropriate. Configure and deploy new user desktop/laptop hardware, software, and peripherals. Create and update troubleshooting and technical documentation. Learn and utilize AI agents to improve daily task efficiency. Remotely support vendor installation of technology and hardware for new and relocated stores. Maintain and track repairs, warranty information, and PC‑based inventory. Support projects including upgrades of applications, telephony, video conferencing, printers, and multi‑function devices. Required Qualifications Ability to work required shifts including nights, weekends, on‑call hours, and overtime on a rotating coverage schedule. Ability to communicate clearly and concisely both verbally and in writing with employees, vendors, and customers. Ability to analyze and interpret data and learn technical material. Ability to work independently, prioritize tasks, and handle multiple requests simultaneously. Ability to think critically and communicate complex ideas in a clear and concise manner. Ability to use computers and other office equipment to accomplish work tasks. Ability to remain stationary for extended periods and lift, move, or handle equipment weighing up to 50 lbs. Ability to travel occasionally, including overnight. Regular and predictable attendance. Why Join The people who do best here are builders. They take ownership, move fast, and want to see the direct impact of their work. Team Impact: Your work directly supports every Sur La Table employee across stores, warehouse, and corporate — when you fix something, the whole company feels it. Skill Building: Gain hands‑on experience across a broad technology stack, from networking and hardware deployment to AI‑assisted workflows, with a clear path to grow your IT career. Real Ownership: You will own tickets end‑to‑end, contribute to documentation and process improvements, and be trusted to make decisions from day one. Competitive Benefits: Paid time off policies, 401(k) match, medical/dental/vision and a variety of supplemental policies, and employee discounts across our portfolio of brands. CSC Generation is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. The 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 accommodation due to a disability, please contact View email address on click.appcast.io. #J-18808-Ljbffr