IT Support Specialist, Secaucus, New Jersey
About Rent the Runway:
Rent the Runway (RTR) is transforming the way we get dressed by pioneering the world's first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel, accessories and home decor from 700+ brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman's leadership, RTR has been named to CNBC's "Disruptor 50" five times in ten years, and has been placed on Fast Company's Most Innovative Companies list multiple times, while Hyman herself has been named to the "TIME 100" most influential people in the world and as one of People magazine's "Women Changing the World."
About the team:
The IT Service Delivery team is a diverse group of technology professionals responsible for supporting the technology and business systems that powers Rent the Runway's corporate offices, Fulfillment Centers, and remote customer support operations. You will be joining a group that cross functionally services the RTR business and partners across the entire enterprise. The IT Service Delivery team is helping the company achieve scale by enabling the growth of Rent the Runway, as well as driving innovation and efficiency throughout the company.
About the position:
The position of IT Specialist will be responsible for supporting the Dream Fulfillment Center in Secaucus, NJ. This role is for an experienced, hands-on, technology support professional looking to join a fast scaling company. This position will be staffed in New Jersey and requires being on site at the Dream Fulfillment Center during corporate business hours.
What You'll Do:
- Acts as a technical liaison between end users and the IT team.
- Ability to follow IT and corporate standards, processes and procedures.
- Represent IT through daily interactions with end users in response to their inquiries, concerns and requests related to G Suite for Enterprise, Okta, Slack, Office 365, Zoom (managing user and group accounts, permissions, and SSO).
- Responsible for account provisioning (new hires) and off boarding (terminations).
- MAC (Moves, Adds, Changes) to agreed procedures. Assist users in onboarding to RTR through participation in onboarding training.
- Troubleshooting a variety of technical issues across different operating systems (macOS, Windows).
- Setup and facilitate end-user training for common IT related issues and new deployments.
- Proactively create and update documentation pertaining to IT related resolutions.
- Inventory new/existing IT hardware using our ITDB internal Database web solution.
- Work from the Jira ticketing system for incidents/requests reported by end-users to track work progress.
- Coordinate and facilitate vendor support for hardware failures and/or maintenance on network printers.
- Install, configure, and maintain Active Directory among third-party software utilities for hardware systems within company operational guidelines.
- The ability to lift, squat, move at least 50lbs.
- Maintain accurate detail in the Jira ticketing system for incidents/requests reported by end-users to track work progress and aid reporting.
- Resolve incidents and service requests against defined service levels, providing an excellent level of service to all RTR employees.
About You:
- A passion for providing excellent service, resolving technical issues, and a pride in delivering solutions to business users.
- Minimum 3 years of IT related experience in a diverse, rapidly growing, and fast paced technology environment, and resolving IT issues and requests.
- Bachelors or Associates degree preferred.
- Excellent communication skills both verbal/written with the ability to explain complex issues to both technical and non-technical audiences.
- Must be able to function independently and in a team environment.
- Hardware knowledge including (PC, Apple Laptops, Zebra hardware, Printers). In addition, maintain and deploy a variety of HID devices including thermal printers, imagers and scanners.
- Knowledge of ticketing systems such as JIRA/Confluence, and ITSM frameworks such as ITIL.
- Seek to continuously improve service, support, and processes to the benefit of the team and the RTR users.
- Knowledge of ticketing systems such as JIRA to document all work being performed.
- Able to work in a fast-paced, rapidly growing environment with about 1000 end users and growing.
- Strong knowledge of Apple and Windows hardware and operating systems.
- Strong experience with G Suite, Zoom, and management tools (JAMF, SCCM), with a desire to automate processes where possible.
- Ability to learn new technologies quickly and with minimal guidance.
- Ability to partner effectively with business leaders and cross functional teams.
- Able to promptly and tactfully communicate with end users, provide solutions and/or direct requests of unresolved issues to appropriate IT team members.
Benefits:
At Rent the Runway, we're committed to the wellbeing of our employees, and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include, but are not limited to:
- Paid Time Off including vacation, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family
- Universal Paid Parental Leave for both parents + flexible return to work program - because we know your newest family member(s) deserve your undivided attention
- Paid Sabbatical after 5 years of continuous service - Unplug, recharge, and have some fun!
- Exclusive employee subscription and rental discounts - to ensure you experience the magic of renting the runway (and give us valued feedback!)
- Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we've got you covered
- 401k match - an investment in your future
- Company wide events and outings - our team spirit is no joke - we know how to have fun!
Rent the Runway is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.
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