As our IT Support Administrator you will play a key role in ensuring that business productivity avoids gaps and service disruptions. You will play an integral role in both identifying and solving technical issues and trends across our eCommerce centers, nationwide retail stores, and large-scale Sales teams working in the field. To mitigate and remediate technical challenges, you will build strong relationships with a number of operational departments such as Photography, Authentication, Sales, and Retail to name a few. This position will give you a chance to not only work with cutting edge technology, but also to explore new vendors and bring new solutions to existing business challenges.  Additionally you will review, update and or change the existing IT processes and workflows to meet the ever changing day to day production needs.

Primary Responsibility: Supporting Help Desk Escalations

  • Ensure end-users are getting the support they need in a timely manner. Take on a Level-1 first responder role when necessary while also conducting deep dives on Level-2 escalations
  • Support the L1 team on escalations, ensure we do not breach our SLA
  • Lead the team in basic troubleshooting, and be an expert in problem solving
  • Clearly document technical issues in the helpdesk ticket queue (Zendesk)
  • Maintain an approachable atmosphere with teammates and end-users
  • Strive for customer service, maintain transparency, communicate priorities
  • Some weekend hours of coverage to be expected 

Projects

  • Take ownership of deep dives on technical issues surrounding desktops, laptops, iPhones, network issues, MDMs and cloud based systems
  • Assist in identifying ticket trends, discover a use-case for projects, formulate solutions on issues that go beyond just a simple break-fix
  • Contribute to configuration and deployment projects in Jamf, AirWatch, and Windows Server Group Policies
  • Handle escalations to vendors; research and help implement third party solutions
  • Establish project timelines, state objectives, and outline milestones and standard operating procedures using Atlassian (Jira and confluence)
  • When implementing changes to production, use Change Management SOP and follow the approval process in Service Now
  • Contribute and facilitate general moves, additions and changes

Asset Management and Deployments

  • Conduct audits of deployed and stored inventory using the asset management systems
  • Audit user directories (AD against Google, Google against Service Now etc.)
  • Ensure all computers, phones and tablets, have the latest approved patch or incremental updates
  • Contribute in migrations between systems and services, vendors and platforms

What You Bring To The Role

  • Self-motivated and able to work effectively both independently and part of a team
  • Minimum 3-5 years of Helpdesk experience and/or Bachelor’s Degree
  • Five or more years of experience in Helpdesk and System administration supporting at least 500 users across multiple sites
  • Experience troubleshooting network connectivity issues, possess a solid understanding of network protocols (TCP/IP, DNS, 802.11sc)
  • Experience building policies and scoping settings to endpoints in Jamf, AirWatch or Mobile Iron
  • Experience in administering Google G-Suite, Office 365 and Active Directory
  • Experience building and deploying Group Policy Objects in Windows Server (we do NOT have SCCM, so GPO experience will be heavily considered)
  • Experience with Operating System upgrades and Patch Management across multiple sites
  • Subject Matter Expert on operating systems and platforms; can effectively negotiate system event logs with user reported issues and identify technical root causes
Want to learn more about our team at The RealReal? Check out our Technology & Product Blog!
 

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with more than 20 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off and direct shipping. We do all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as handling shipping and customer service. At our 13 retail locations, including our eight shoppable stores, customers can sell, meet with our experts and receive free valuations.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records, consistent with legal requirements.     GHR4093

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