IT Support Technician

| Whitestone, NY, USA | Remote
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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.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • LaravelFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases

Location

Employees work remotely and periodically get together for trainings and events.

An Insider's view of Saatva

How would you describe the company’s work-life balance?

Very balanced, there is a big focus on making sure people here are able to live their lives, and if you're working late into the night or on weekends people wag their finger at you.

Sean

Software Engineer II

What does your typical day look like?

We work in an agile environment, which means we have a short stand up every morning to start our day where we check in with one another, give updates, and see if anyone can be of assistance in helping others with current work. The rest of the day fluctuates depending on what day it is. We have planning sessions and developer workshops weekly.

Megan

Software Engineer

What makes someone successful on your team?

Collaboration is the name of the game here at Saatva. Questions are just as important as answers and together we find the right solutions through planning sessions, pair programming, and code reviews. If you're engaged with the problem and not just the ticket at hand, you'll see that contribution manifest in your own success as well as the team's.

Meredith

Technical Lead & Senior Software Engineer

What is your vision for the company?

My vision for Saatva Engineering is to be the place where you can do the best work of your career. Due to our unique market opportunity we have the unusual combination of a ten year track record and tremendous growth. Growth brings significant challenges, both technical and professional, but it rewards those willing to work together.

Scott

Vice President of Engineering

What kinds of technical challenges do you and your team face?

We regularly receive obscure, reports of issues faced with multiple systems and we need to be able to determine what the actual problem is and come up with a game-plan on how to resolve this and prevent it from happening in the future. Luckily, on my team, I regularly surround myself with some of the most knowledgeable developers to help me.

Chris

Lead Support Developer / Manager

What are Saatva Perks + Benefits

Saatva Benefits Overview

Here are a list of the employee benefits:

Paid Vacation and Sick Time
Health insurance
Life insurance
Dental insurance
Vision insurance
401K with match
Healthcare spending or reimbursement accounts, such as FSAs
Long term disability insurance
Short term disability insurance
Parental Leave
Employee discounts
Remote first workplace (only store employees are onsite in store)
Employee resource groups

Culture
Volunteer in local community
Company active in a number of charitable efforts locally in Austin and throughout the US.
Partners with nonprofits
Saatva partners with Non Profits such as HACA.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Employee awards
Flexible work schedule
Saatva provides employees with a flexible work schedule that includes flexible start and end times.
Remote work program
Except Store staff, employees are working remotely
Diversity
Documented equal pay policy
Diversity manifesto
Diversity employee resource groups
ERGs began in 2022 including groups tied to generational, women, diversity/LGBTQ and mental health.
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
Saatva's 401(k) retirement plan offers a broad selection of international index funds to choose from.
401(K) matching
Performance bonus
Annual bonus plan based on meeting financial goals
Child Care & Parental Leave
Childcare benefits
Generous parental leave
We provide 6 weeks of parental leave for the primary caregiver. Saatva also provides 2 weeks of leave for the secondary caregiver
Family medical leave
Return-to-work program post parental leave
Fertility benefits
Vacation + Time Off
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Saatva offers pre-tax commuter benefits for all employees.
Company-sponsored outings
Free snacks and drinks
Store employees have access to snacks.
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Professional Development
Job training & conferences
Saatva offers employees professional development opportunities like onsite training courses.
Lunch and learns
Saatva hosts lunch and learn meetings once per quarter.
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training
Virtual coaching services

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