IT Support Technician

This position is onsite in Liverpool, NY. In nearly 80 years years as an established, family-owned company, Raymour and Flanigan has grown into the largest furniture retailer in the Northeast with more than 140 showrooms in eight states, and we are continually expanding our territory. We have a strong foundation of experienced IT professionals with expertise in harnessing and maximizing organizational processes and their associated information to solve a wide variety of complex business needs. Because of our continual, sustained growth, Raymour and Flanigan is looking for motivated and driven people to join our team. To those candidates selected, we offer stable employment, a strong compensation and benefits package, and a high-energy work environment. More importantly, we provide opportunities to learn and grow, and our end objective is to build a team of highly skilled software professionals who can support business needs and develop into qualified professionals we may consider for future roles in the Raymour and Flanigan management and executive teams. Position Overview If you are looking for an opportunity to grow on a fast-paced team using state-of-the-art technology then Raymour & Flanigan has the perfect opportunity for you. Raymour & Flanigan Information Technology department is looking for an IT Support Technician. As a member of the End User Services Help Desk team, this person serves as the first point of contact for associates across our showrooms, warehouses, and corporate offices, providing friendly, effective support across the full range of devices, software, and tools our teams rely on every day. Candidate will handle incoming calls, emails, and chats, resolve common issues using established procedures and Knowledge Base articles, and escalate more complex issues to the Sr. IT Support Technician with clear documentation. Essential Functions and Responsibilities ● Serve as the first point of contact for IT support requests via phone, email, and chat ● Provide first-line troubleshooting across desktops, laptops, thin clients, tablets, Chromeboxes, printers, and other endpoints used in showrooms, warehouses, and corporate offices ● Perform basic first-line troubleshooting of UPS units, network switches, and wireless access points (e.g., status checks, power cycling) before escalating deeper issues ● Provide first-line support for core business software and enterprise applications used by associates ● Log, categorize, and document all incidents and requests accurately in the ITSM platform ● Resolve common, well-documented issues using Knowledge Base articles and established troubleshooting procedures ● Escalate complex, unresolved, or identity/access-related issues to the Sr. IT Support Technician with a clear summary of troubleshooting steps already taken ● Contribute to the Knowledge Base by flagging gaps or suggesting updates based on patterns seen in tickets ● Monitor own ticket queue against SLA targets and communicate proactively with end users on status ● Deliver a professional, patient support experience to associates at every level of technical comfort Qualifications: ● High school diploma or equivalent required; Associate's degree in Information Technology or related field a plus ● 0-2 years of IT support or customer service experience; help desk experience or relevant internships a plus ● Basic working knowledge of Windows and/or macOS operating systems ● Familiarity with common productivity software (Microsoft 365 or similar) ● Strong communication skills and a customer-service mindset ● Ability to follow documented troubleshooting procedures and recognize when to escalate ● CompTIA A+ certification, or willingness to obtain one, a plus Raymour & Flanigan proudly supports a drug and smoke free work environment. Raymour & Flanigan is an Equal Employment Opportunity employer that does not discriminate against any associate or applicant on the basis of race, creed, color, religion, sex (including pregnancy), age, national origin, physical or mental disability, status as a victim of domestic violence, sexual orientation, sexual and other reproductive health decisions, marital or familial status, genetic information or other basis protected by law.