IT Support Associate, End User Experience
Position Overview:
Brilliant Earth is hiring an IT Support Associate to join our IT team. As a member of the IT team, this role will be instrumental in ensuring that our end users receive unparalleled support and assistance, enabling them to achieve their goals seamlessly. This person must be a customer-oriented problem solver who thrives in a dynamic and fast-growing environment and possess a passion for delivering exceptional user experiences.
This role requires full-time in-office attendance at our Secaucus Distribution Center location.
The targeted budget for this position is $65,000-$70,000 annually. This compensation budget range may be adjusted at any time at the discretion of the company.
You will:
- Deliver outstanding customer service by promptly addressing end users' technical inquiries and providing solutions that meet their needs in-person, and through our ITSM solution (Freshservice), along with chat (Teams) and remote session when needed (TeamViewer).
- Manage and support various hardware components, including computers (PC and Mac), printers, QR scanners and wireless network. Ensure the availability, reliability, and security of these systems to enhance end user productivity.
- Diagnose and resolve technical issues reported by end users, leveraging your exceptional research and problem-solving skills to identify root causes and implement effective solutions.
- Efficiently manage and resolve tickets (incidents and service requests) reported by end users though our Ticketing Solution, ensuring minimal disruption to their workflow and delivering timely solutions, fulfilling the Company’s SLAs.
- Control on-site Inventory and oversee the entire laptop lifecycle: receiving new devices, refurbishing used ones, maintaining accurate inventory levels, and securely shipping laptops to new hires across the company.
- Partner with HR to seamlessly onboard new employees by ensuring their laptops are delivered and ready for use upon arrival and facilitating a smooth technology setup process.
- Streamline the offboarding process by collecting company laptops, securely wiping data, and updating the Asset Management system to reflect equipment return.
- Adapt and thrive in a fast-paced, dynamic startup environment, where priorities may shift, and new challenges arise regularly.
- Provide comprehensive support for Office 365 applications, assisting end users with configuration, access, and usage queries.
- Assist with onboarding new employees, ensuring they have the necessary technology setup and conducting training sessions to enhance end user proficiency with our systems.
- Create and maintain detailed documentation on support processes, troubleshooting steps, and frequently asked questions, facilitating knowledge sharing and continuous improvement.
- Collaborate with cross-functional teams to address complex technical issues and contribute to the improvement of our IT infrastructure and user experience.
- Participate in a weekend on-call rotation to provide essential support to end users during weekends and holidays. Ensure prompt response and resolution of critical issues to maintain business continuity.
Required Experience:
- 2+ years’ proven experience in providing end user support, ideally in a startup or dynamic environment.
- Experience in managing and supporting hardware components such as computers (MAC and PC), printers and Scanners.
- Excellent problem-solving skills with a passion for conducting in-depth research to find solutions.
- Outstanding customer service skills with the ability to communicate technical information to non-technical users effectively.
- A team player with excellent interpersonal and communication skills.
- Highly organized and capable of multitasking in a fast-paced environment.
- Adaptable and willing to embrace challenges and change.
Other Desired Experience:
- Knowledge in SAML/LDAP (preferably in OKTA) and Microsoft 365.
- MDM tools (JAMF and Intune) knowledge
- Hardware cleanup/maintenance for on-site printers
Top Skills
What We Do
In 2005, we launched Brilliant Earth to raise the standards in the jewelry industry while creating beautiful fine jewelry that is different in every way – how it’s made, how it’s sold, how it’s sourced and crafted, and how it gives back. As a result, we go beyond current industry practices for sourcing, use recycled precious metals to minimize our environmental footprint, and support environmental and social causes through our giving back initiatives. Or Mission is to cultivate a more transparent, sustainable, compassionate, and inclusive jewelry industry. Our Mission and ESG Goals are underpinned by our foundational pillars:
We believe that demonstrating transparency, through ethical business practices and governance, and enforcing rigorous protocols for sourcing environmentally and socially responsible materials are key to driving change in our industry.
Our products are designed to be loved for generations, and we seek to reduce our environmental footprint by keeping our jewelry circular and embedding environmental sustainability throughout our operations and value chain.
We seek ways to create lasting impact, not just in our own value chain and customer communities but also across artisanal small scale mining communities where gemstones and precious metals are sourced.
We are committed to creating a representative jewelry industry through our unique products and inclusive experiences for customers, and through a company culture that emphasizes equitable recruiting practices and invests in our diverse employee base.
Why Work With Us
Our Mission is to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. Since our founding in 2005, this Mission has been at the core of everything we do. Our community of collaboration, respect and encouragement welcomes hard working team players who are ready to make an impact and grow with us.
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