IT Service Desk Technician

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 Support 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.

• 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 escalate 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.

• 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.

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.

1. Recruiter Screen - A 30-minute conversation with our recruiting team to align on the role, your background, and what you are looking for.
2. Hiring Manager Interview - Conversation with the IT Service Desk Manager focused on your technical troubleshooting approach, customer service style, and experience supporting end users.
3. Technical Discussion (In-person) - A practical conversation covering common hardware, software, and networking scenarios you would encounter on the Service Desk.
4. Reference Checks - Conducted in parallel with the final stages where possible.
5. Offer - We move quickly for the right candidate.

Interview process is subject to change. Any updates will be communicated promptly and clearly.