We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Lead Support Technician.

This is an on-site position based out of our Romeoville, IL. Distribution Center

A day in the life as a Lead Support Technician…

• Providing second and third level support for hardware/software tools and processes primarily at a Distribution Center as well as other locations across the company network
• Ensuring that all phases of technology support are properly coordinated, monitored, tracked, and resolved for corresponding locations (including installations, upgrades, hardware, software, etc.)
• Manage incident tickets, drive timely resolutions, and proactively monitor system alerts 
• Establishing, developing, and maintaining business relationships at assigned location(s)
• Script and automate administrative tasks. Leverage knowledge of scripting and programming to use various languages and techniques to integrate products, increase capabilities, and ease administration.
• Analyze and Optimize Existing Deployments – Seek and present ways in which we can minimize costs, reduce overlap, reduce management cycles, and enhance capabilities (e.g., printer support contracts, compare support vendors for break fix/deployment)
• Create and maintain knowledge base documentation for use by the End User Support, and Service and Operations Desk team members.
• Lead small to mid-sized projects and demonstrate an understanding of Agile Project Management methodology.
• Leading routine hardware/software deployments
• Provide technical training to Service Desk, Operations teams, and relevant parties.  
• When necessary, provide after hours, weekend and holiday support.
• Engaging third party support as needed and escalate critical issues appropriately
• Participating in company audits, both internal and external
• Training and onboarding new coworkers in the department
• Mentoring coworkers on technical issues

What you’ll bring to the table… 

• Solid experience providing remote and in-person desktop/walk-up support (6 year minimum)
• Proficient in End User Computing technologies including Device Management (Workspace ONE, Intune, Jamf, or SCCM), Technology Asset Management (e.g. Axonius, Jira Insight), and Virtual Desktop Infrastructure (e.g. Azure Virtual Desktop or similar)
• Advanced working knowledge of end-user technology including: hardware, software, Windows, Apple, and mobile devices
• Some experience working with common Scripting languages (python, PowerShell, Bash)  
• Ability to collaborate with technical peers across a highly dispersed work environment. 
• Communicate effectively and efficiently with all company associates and business units including executive leadership.
• Maintain awareness of industry best practices and partner with management to ensure these are applied appropriately.

We’d love to hear from you if you have… 

• A minimum of 6 years experience providing remote and in-person desktop/walk-up support in an enterprise or retail environment (5000+ clients)
• Technical expert in the end user technology space
• Technical Bachelor’s Degree or equivalent experience highly preferred

Minimum Starting Rate: $80,000.00 Annually

Up to: $100,000.00 Annually

Pay ranges will be adjusted upward as needed to comply with applicable state and local law. In addition to your salary, based on your role, associates may be eligible for other compensation including bonuses, sales incentives, and long term incentives.