IT Support Associate, Warehouse IT Support Northeast
IT Support Associate, Warehouse IT Support Northeast
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Salary Not Disclosed
1 Vacancy
Job Description
Who We Are Warehouse IT Support Northeast
The IT Support Associate is an entry-level position responsible for providing foundational technical support to end-users. This role focuses on initial intake preventative care documentation and basic troubleshooting of IT issues. The Associate works under close guidance frequently escalates complex issues and is assigned a mentor for continuous learning and development.
At this time Wayfair will not sponsor applicants for employment authorization for this position for the following work visas: STEM OPT EAD H-1B H-1B1 E-3 O-1 J-1 or TN.
What Youll Do
- User Support & Triage:
- Perform basic password resets for end-users.
- Triage and categorize incoming IT support requests.
- Assist with creating and routing support tickets in the ticketing system (ServiceNow).
- Provide basic user troubleshooting for common technical issues.
- Communicate professionally and empathetically with end-users.
- Auto-cut tickets for site support as needed.
- Technical Escalation:
- Escalate most technical issues beyond first-step troubleshooting to higher-tier support or specialized teams.
- Documentation & Inventory:
- Maintain accurate documentation of support activities and resolutions.
- Contribute to inventory management tasks.
- Service Level Agreement (SLA) Adherence:
- Ensure tickets are accurately tracked and meet defined SLA timelines.
- Focus on ticket hygiene and clear communication throughout the support process.
- Learning & Development:
- Actively learn IT fundamentals build confidence and gain exposure to various IT systems and processes.
- U nderstand and follow established escalation paths.
What Youll Need
- Technical Skills:
- Basic Layer 1 networking concepts and commands.
- Basic user troubleshooting skills.
- Tools & Platforms Used:
- ServiceNow (ticketing system)
- Slack (for monitoring and communication)
- Knowledge Base navigation (within ServiceNow)
- OKTA
- NEXUS
- Soft Skills Needed:
- Professional and empathetic communication with end-users.
- Ability to follow set scripts and best practices.
- Engagement with other Operations associates.
About Wayfair Inc.
Wayfair is one of the worlds largest online destinations for the home. Whether you work in our global headquarters in Boston or in our warehouses or offices throughout the world were reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving we are confident that Wayfair will be home to the most rewarding work of your career. If youre looking for rapid growth constant learning and dynamic challenges then youll find that amazing career opportunities are knocking.
No matter who you are Wayfair is a place you can call home. Were a community of innovators risk-takers and trailblazers who celebrate our differences and know that our unique perspectives make us stronger smarter and well-positioned for success. We value and rely on the collective voices of our employees customers community and suppliers to help guide us as we build a better Wayfair and world for all. Every voice every perspective matters. Thats why were proud to be an equal opportunity employer. We do not discriminate on the basis of race color ethnicity ancestry religion sex national origin sexual orientation age citizenship status marital status disability gender identity gender expression veteran status genetic information or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice ( If you have any questions or wish to exercise your rights under applicable privacy and data protection laws please contact us at.
Required Experience:
IC
Employment Type
Full Time
