Saatva is in search of an IT Support Technician to join our IT department. In this role, you'll play a vital part in troubleshooting technical issues reported by users, ticketing systems, automated alerts, and fellow team members.
We are seeking candidates with 1+ years of professional experience, ideally in customer service or a service industry role: prior technical help desk experience is a plus. If you have exceptional customer service skills, a passion for technology, and a desire to grow within an IT help desk environment, this opportunity is for you. Join us and gain exposure to a wide array of technologies in a dynamic, fast-paced setting. This position is Part-Time and based onsite at our Whitestone, Queens office.
Who We Are:

Saatva is the Direct-to-consumer luxury mattress and home furnishings brand that aspires to help every consumer get a great night’s sleep. Experience has shown us that the more we help our customers, the more we sell. To that end, we have dedicated ourselves to being the most helpful brand in our space. Our marketing mission is to answer every question a consumer might have about mattresses, sleep, and sleep health, to ensure that every consumer finds the right mattress for them--even if it’s not ours.

What you will do:

• Provide helpdesk support both in-office and via screenshare to support retail employees across the US.
• Present yourself professionally as you provide in-office IT support for senior management.
• Provide support on AV and conference room equipment for Windows and Mac.
• Diagnose and resolve technical issues for end users, ensuring excellent customer service.
• Resolve tickets within SLAs by following instructions, managing time effectively, and escalating issues when necessary.
• Communicate effectively with team members and clients to provide progress updates and resolutions.
• Maintain composure under pressure and handle challenges calmly.
• Create clear, accurate documentation in ticketing systems and other process documents.

What you will need

• 1+ years of professional experience, preferably in customer service or a service industry role.
• Quick learner with a passion for learning new technologies and troubleshooting.
• Strong organizational, prioritization, and time management skills.
• Excellent interpersonal and communication skills, both written and verbal with ability to communicate technical concepts to non-technical audiences.
• Proven ability to maintain composure under pressure and deliver excellent customer service.
• Sound judgment and ability to diagnose technical issues effectively.
• Basic understanding of computer hardware components.
• Ability to work independently and collaboratively as part of a team.
• Availability to work 21-24 hours per week in our Whitestone office. 

The hourly rate ranges between from $21 - $28 per hour, depending on prior experience

Here's a link to our career page to learn more about our company:

https://www.saatva.com/careers/

Sound's like a good fit? We'd love to talk to you!

Equal Employment Opportunity:

At Whitestone Home Furnishings, LLC, we are committed to a culture of diversity and inclusiveness, as demonstrated through our recruitment, retention and employee development programs, and are committed to the hiring, retention and success of diverse candidates. We maintain an environment that respects and builds on the assets and talents of each person, valuing their differences. As an equal opportunity employer, we do not discriminate against qualified job applicants on the basis of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity, status as a transgender or transsexual individual, and gender identity or expression), sexual and reproductive health decisions, age, physical or mental disability, citizenship, military status (including past, current, or prospective service in the uniformed services), genetic information, predisposing genetic characteristics, marital status, partnership status, sexual orientation, caregiver status, or any other status or condition protected by applicable law. This policy extends to all aspects of the employment hiring process, including but not limited to, recruitment, selection, compensation, and benefits.