IT Support Technician - job 1 of 2

With over 58 stores and the largest avocational cooking program in the US, Sur La Table offers an unsurpassed selection of exclusive and premium-quality goods for the kitchen and table – and the culinary expertise and inspiration to go along with it. Whether the job entails interacting with our customers, driving digital growth, or providing vital behind-the-scenes support, we’re all here for the same reason – to roll up our sleeves and create happiness through cooking and sharing good food.

The IT Support Technician provides a wide range of general and user-specific support. Leveraging their knowledge of computer hardware, software, and peripherals they provide support via phone, email and in-person to Sur La Table employees in our warehouse, retail stores, and corporate offices via the Sur La Table Service Desk.  IT Support Technicians are supervised by the Manager, Service Desk.

The Service Desk is open 7 days per week and technicians work a rotating coverage schedule.

This position will report into the IT Service Desk Manager.

• Serve as the first point of contact for IT support, answering and prioritizing requests via phone, voicemail, email, and in person.
• Diagnose and resolve hardware, software, and network issues quickly and effectively.
• Open and manage trouble tickets, escalating to Tier 2 or leadership when necessary.
• Configure and deploy desktops, laptops, software, and peripherals for new and existing users.
• Create and maintain technical documentation and troubleshooting guides.
• Manage multiple requests simultaneously while providing timely updates on progress and outcomes.
• Work independently, following established IT standards and processes to resolve issues.
• Provide remote support for vendor installations of hardware and technology in new or relocated stores.
• Maintain accurate records of equipment repairs, warranties, and IT inventory.
• Contribute to IT projects, including system upgrades, telephony, video conferencing, and printer deployments.
• Deliver outstanding customer service with clear, professional communication both remotely and in person.
• Take on additional responsibilities and projects as assigned by the manager.

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field (equivalent experience considered).
• 1–3 years of IT support experience, providing on-site or remote end-user assistance.
• Familiarity with ticketing systems such as Jira, ServiceNow, Zendesk, or equivalent.
• Hands-on experience supporting laser jet and thermal printers (highly desirable).
• Strong written and verbal communication skills, with the ability to collaborate effectively with employees, vendors, and customers.
• An analytical and troubleshooting mindset, with the ability to interpret technical issues quickly.
• Self-motivation, strong organizational skills, and the ability to manage multiple priorities independently.
• Proficiency in using computers and office equipment to complete daily tasks.
• Critical thinking skills with the ability to explain complex concepts in a simple, concise way.
• Dependability, with regular and predictable attendance.
• Physical ability to lift, move, and handle equipment weighing up to 50 lbs.
• Background in retail or warehouse environments (a strong plus).
• Bilingual skills (Spanish) (a plus).
• Flexibility to work a rotating schedule, including nights, weekends, and occasional overtime.

• Joining CSC Generation isn’t just about having a seat at the table—it’s about helping redesign the table entirely. You’ll be challenged, stretched, and supported as you grow faster than you thought possible. In addition to competitive compensation, we offer: 
•  Executive Access: Work directly with brand CEOs and senior leadership, solving real business problems and earning mentorship from top operators. 
• AI-First Skill Building: Get hands-on with the most advanced AI tools in the market. From automation to prompt engineering, you’ll build a modern tech stack that sets you apart in any industry. 
• Accelerated Career Path: High performers are quickly entrusted with greater responsibility, new challenges, and leadership opportunities across our portfolio of brands. 
• Competitive benefits: Paid time off policies, 401(k)/RRSP match, medical/dental/vision and a variety of supplemental policies, and employee discounts at our portfolio companies

• 📞Step 1: If you align with our vision and meet the qualifications, we’ll reach out to schedule a conversation and introduce CSC. 
• 🧠Step 2: You’ll complete a short AI or product-building challenge so we can understand how you approach problems and execution. 

• 💬Step 3: Participate in deep-dive interviews with CSC leadership focused on your experience, product mindset, and operational thinking. 
• 📩Step 4: Offer. We’ll move fast for the right candidate. 

Washington state applicants only: If you believe that this job posting does not comply with applicable Washington state law, please notify us by sending an email to [email protected].

The CSC family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws.

It is unlawful in Massachusetts to require or administer a lie-detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

The CSC family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].