Senior Desktop Engineer

RH at its core is about taste, and we believe the idea of scaling taste is large and far-reaching.

The RH brand attracts the best designers, artisans, manufacturers, and talent in our industry, scaling and rendering their work more valuable across our integrated platform, enabling us to curate the most compelling collection of luxury home furnishings in the world. We are moving the brand beyond curating and selling products to conceptualizing and selling spaces by building an ecosystem of products, places, services, and spaces that elevates and establishes the RH brand as a global thought leader, taste, and place maker.

At RH we believe deeply that the "right" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative, and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined, and won't take "no" for an answer. We value team players, people who are more concerned with what's right, rather than who's right.

RH is seeking a Senior Desktop Support Engineer to play an integral role in our Workforce Services team. In this role, you will provide critical desktop, laptop, mobile device and post-hardware support to our Executive team and other team members throughout our organization. You are a team-oriented individual with high customer service standards. A strong sense of empathy and highly tuned interpersonal skills, with the desire and ability to help business partners in all teams are critical for this role.

YOUR RESPONSIBILITIES

• Live Our Vision, Values and Beliefs

• Provide critical support by answering, evaluating, and providing guidance to RH team members experiencing problems with hardware, software, LAN/WAN connectivity, telecom, mobile devices (iPhones and iPads), email, and other desktop/laptop (Mac & PC) related issues

• Provide training and ongoing support for existing and incoming Executives and other team members across the organization on the use of existing and future IT applications and devices

• Manage a scaling infrastructure of internal and external Windows clients

• Maintain and manage Windows OS image creation and patching for all Windows endpoint devices

• Provide excellent customer service over the phone, remotely and in person

• Document all steps taken into Service-Now tickets, resolve tickets, or escalate appropriately

• Frontline IT support for on-boarding, off-boarding, shipping/receiving/imaging of all computer devices and setup and configuration of mobile devices

OUR REQUIREMENTS

• 5+ years of Desktop Support experience focused on desktop, laptop, and mobile device hardware

• 3+ years experience with large-scale Windows administration

• Excellent customer service skills

• Demonstrated ability to prioritize and manage multiple assignments in a fast-paced environment to meet deadlines with efficiency and accuracy

• Strong problem-solving, organization, and project management skills, with a willingness and desire to take responsibility, accountability, and ownership

• Available to work outside of normal working hours to complete tasks, including occasional weekends/evenings

• Proactive and self-motivated in approach to work tasks

• Experience with Windows, Mac OS X, and Linux operating systems

• Expertise in OS image creation and management

• ITIL Certified a plus

• Apple, A+, MCP certifications a plus

• Experience with iOS Mobile Device Management (with JAMF or other MDM) is a plus

PHYSICAL REQUIREMENTS

• Frequently moving and lifting items up to 50 lbs, while utilizing appropriate equipment and following safety guidelines

• Periodic domestic travel