Design Within Reach is your source for the best in modern design, from iconic mid-century works to innovative items designed today. We sell clean and simple furniture and accessories, representing designers, materials and processes that span categories and countries. Many of the items in our assortment are contract quality, and are used in restaurants, hotels and schools around the world.

This position reports to the Sr.IT Architect Help Desk Manager, providing technical in person, phone and email/case support for the business. You must have solid technical and presentation skills and be adept at prioritization of incidents. The ideal candidate will have previous experience with executives and would be able to identify recurring problems and work toward root cause analysis with proactive preventative solutions. Daily work will consist of 80% phone/email support with the remainder working on internal process/knowledge improvement. Weekend on-call rotation work is required.

The Help Desk Analyst position is a strategic position for Design Within Reach as we pursue top rank as a leader in the design industry. The ideal candidate will be primarily responsible for the support of 300-400+ onsite/remote users. The following highlights the daily responsibilities and experience required to be considered for the position:

Daily Responsibilities

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Troubleshooting problems with Windows based and Mac workstations, custom applications, email, network, printers and peripheral equipment.
  • Clearly document customer issue history and issue resolution for call tracking, reporting, and knowledge base creation using Salesforce.
  • Maintain knowledge of the environments operating systems, standard applications, and computer hardware solutions.
  • Provisions, installs, configures, and maintains end-user desktops, laptops and Apple devices(iPhones, iPads, etc)
  • Prioritize and escalate problems as required to the appropriate IT team members.
  • Collaborate with other IT teams members as needed to determine and resolve issues.
  • Actively monitor work ticket queues for timely completion of customer requests.
  • Pre-meeting conference room setup and support of audio / visual equipment as needed.

Required Skills

  • Abstract thinking and the ability to work closely with others as well as independently when required
  • Networking and troubleshooting skills on both Windows and Maco Operatings Systems
  • Experience with Windows 2003/2008 Servers
  • Experience with Active Directory and Print Server Management
  • Familiarity with SharePoint and Google Apps
  • Experience administering a centralized Anti-virus security platform
  • Experience with Remote Desktop Services
  • Strong Analytical and Troubleshooting skills required
  • Ability to manage multiple, often competing, priorities and tasks and follow through to completion on strict deadlines.
  • Ability to work independently and stay busy handling issues that need resolution without constant direction from manager
  • Friendly presence and helpful attitude; good interpersonal skills
  • Excellent written and verbal skills
  • Knowledge of Windows networking fundamentals including routing, TCP/IP, DNS & DHCP

Desirable:

  • Experience with Google Enterprise Mail
  • Experience administering GoogleAppsPostini
  • Experience administering aMobile Data Management systemMeraki environment
  • Experience with SharePoint 2010 Administration
  • Experience with Shoretel IP Phones
  • Experience with Casper Suite/JAMF
  • Experience with VMWare
  • Experience with SalesForce
  • Experience with Egnytecloud storage

Required Experience

  • Bachelor's degree in Computer Science, Information Systems or equivalent experience is required
  • 3- 5 years corporate experience in a technical support position with a client facing role
  • Hands on MAC OS, Networking and troubleshooting experience required.
  • 3- 5 years minimum experience increasing hands on System Administration
  • Strong Analytical and Troubleshooting skills required
  • Ability to manage multiple, often competing, priorities and tasks and follow through to completion on strict deadlines.
  • Excellent written and verbal skills
  • Friendly presence and helpful attitude; good interpersonal skills
  • Ability to work overtime as needed.
  • Knowledge of Windows networking fundamentals including routing, TCP/IP, DNS & DHCP
  • Familiarity with end user technologies (i.e. Phones, iPads, Android based phones)

Design Within Reach is committed to diversity and inclusion. We are an equal opportunity employer (Minorities/Women/Veterans/Disabilities).

Apply Here: http://www.Click2Apply.net/p2bfpskf99