Associate Tech Support Analyst

THE ROLE: Associate Tech Support Analyst

We're Looking For...

A bright, creative, and passionate individual to join our organization. This is an exciting opportunity at a highly-recognized eCommerce leader in the heart of Boston’s Fort Point District. This individual will be required to understand and perform all aspects of Technical Support related to the normal day-to-day requests of RGG associates. In this position you will be supporting our associates in person and remotely. 

The Associate Tech Support Analyst is responsible for handling first level support of service requests in a first-class professional manner. This relates to all technology, to include workstations, servers, printers, network shares, and vendor specific hardware and software.

What You'll Do:

• Support all RGG associates with Windows and Mac workstations, network accounts, printers, network shares, and vendor specific hardware and software.
• Set up, test, and operate audio-visual equipment for organization meetings and large conference calls. Equipment includes Zoom video conferencing units, microphones, speakers, TV monitors, overhead projectors and laptops.
• Maintain equipment and troubleshoot equipment problems.
• Resolve tickets via our ticketing system to accurately update and document resolutions.
• New hire Onboarding, laptop builds, setup peripherals and coordinate with remote users.
• Customer service expert with the understanding to listen/de-escalate/resolve user issues.
• Follow standard processes & procedures and make suggestions to improve them.
• Resolve enterprise class copier issues such as paper jams and access issues.
• Provide a good customer service experience to all RGG associates, going above and beyond every day.
• Ability to multitask and prioritize between projects and tickets.

About You:

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.

• 1-2 year(s) of prior technical/customer support experience.
• High school diploma and/or technical certificate.
• Ability to multitask and prioritize.
• Motivated self-starter with the ability to work independently and as part of a team.
• Strong professional growth mindset.
• Hardware/peripheral knowledge.
• Office 365 basic administration.
• Active Directory basic administration.
• Strong people skills and aptitude for problem-solving.
• Successful history in team environments, demonstrating shared responsibility and accountability with other team members.

ABOUT US: