Rue Gilt Groupe is looking for 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 daily at the Tech Support Bar.
The Level 1 Technical Support Associate is responsible for handling first level support of service requests in a first-class professional manor. This relates to all technology, to include workstations, servers, printers, network shares, and vendor specific hardware and software.

Responsibilities

• Supporting all RGG associates with workstations, network accounts, printers, network shares, and vendor specific hardware and software.
• Run the local Tech Support Bar providing instant fixes, options, and excellent customer service.
• Resolve tickets via our ticketing system to update, document, and close all tickets.
• New hire Onboarding, Laptop builds, setup peripherals and coordinate with remote users.
• Project work including R&D, Deep Dive, and Business Case presentation.
• Customer service expert, understanding users and how to listen/ tackle issues.
• Works in conjunction with other Support Teams to resolve a large-scale issue.
• Provide on-call, off-hours support (less than one week per month)
• Follow standard process & procedures and assist on improving them.
• Improve and create knowledge base articles in our KB environment.
• Identifying an issue and troubleshooting it.
• Occasional travel throughout our 6 locations and cross-training in difference offices.
• Coordinate with our team and other departments to resolve user problems cross-departments.
• Supporting large copiers throughout the office with paper jams and papercut issues.
• Provide the white-glove experience to all RGG associates, go above and beyond every day.
• Ability to make timely decisions and to commit tasks regarding (projects, daily priorities, and tickets).
• Responsibilities will include inventory management, conference rooms check, and basic audio & visual tasks.

Experience

• 1-2 year(s) of prior technical/customer support experience.
• High School Diploma and/or technical certificate.
• Ability to multitask and weigh out priorities
• Motivated self-starter with the ability to both, work independently and as part of a team
• An unending need to learn and grow
• Hardware/peripheral knowledge.
• Office 365 basic administration
• Active Directory basic administration
• Strong people skills and aptness for problem-solving.
• Excellent prioritization skills and an ability to make decisions quickly.
• Success in team environments, demonstrating shared responsibility and accountability with other team members. 

IT Support Analyst Benefits

• 401K, company match
• Medical
• Dental
• Vision discount
• Flexible Time Off Policy

There’s More...

You will be part of a tight-knit team of 7 people that works together to support each other and find the best solutions. You will be able to expand your knowledge in both breadth and depth as you support both Mac and Windows workstations and all corporate tools.

 More About Rue:

Rue Gilt Groupe is the premier off-price e-commerce portfolio company connecting more than 20 million members to coveted designers and top labels at an exceptional value. Comprised of two complementary brands, Rue La La and Gilt, whose high-end, flash-sale models have disrupted the retail industry, Rue Gilt Groupe combines world-class merchandising, technology, and marketing to inspire members daily. Headquartered in Boston with additional offices across the U.S, Rue Gilt Groupe delivers the best-in-class experience that today’s customers demand.

 This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.