IT Help Desk Specialist

ANDMORE® is a wholesale market maker that fuels opportunities for buyers and sellers to connect, grow, and prosper through physical markets, design centers, and digital channels.

We own and operate the largest wholesale showroom campuses in the world where retailers and designers source products for their stores and clients while also enabling 24/7 commerce through our digital marketplace. By integrating in-person and online experiences, we empower our customers to grow year-round as their business needs evolve.

About the Role

The Help Desk Specialist provides responsive, customer-focused support for Business Enablement systems, tools, workflows, and related operational processes. This role serves as a primary point of contact for incoming service requests, resolves routine issues, documents solutions, and coordinates escalations so employees can work effectively and business operations remain on track.

While the position is anchored within Business Enablement, it also provides cross-functional support as priorities and ticket volumes require. The ideal candidate is service-oriented, organized, technically curious, and comfortable working across teams to diagnose issues, communicate clearly, and drive requests through resolution.

What You’ll Do

• Monitor, triage, prioritize, and respond to Business Enablement help desk tickets in accordance with established service expectations and business impact.
• Provide Tier 1 support for supported applications, platforms, access requests, workflows, reports, and business processes, resolving issues directly whenever possible.
• Gather complete information from requestors, reproduce reported issues, document troubleshooting steps, and identify the appropriate path to resolution.
• Escalate complex, recurring, security-sensitive, or system-level issues to the appropriate system owner, administrator, technology partner, or vendor and remain accountable for follow-through.
• Provide cross-functional help desk coverage for other departments as needed, particularly during periods of increased ticket volume, system implementations, market cycles, or team absences.
• Communicate ticket status, next steps, expected timing, workarounds, and resolution details in a clear and professional manner.
• Maintain accurate ticket records, categories, priorities, notes, attachments, resolutions, and closure information to support reporting and continuous improvement.
• Create and maintain knowledge articles, frequently asked questions, quick-reference guides, and standard troubleshooting documentation.
• Identify recurring issues, service gaps, and process inefficiencies; share trends with Business Enablement leaders and recommend practical improvements.
• Support user acceptance testing, system releases, process changes, training, and adoption activities for Business Enablement initiatives.
• Partner with business stakeholders, system administrators, Technology, Finance, Sales, Leasing, Operations, and other functions to coordinate solutions and provide consistent employee experience.
• Handle system, employee, customer, and business information with appropriate confidentiality, accuracy, and care.

What You’ll Bring

Qualifications and Experience:

• Two or more years of experience in a help desk, service desk, application support, business operations, customer support, or related role.
• Experience working in a ticketing system and managing requests from intake through resolution; experience with Jira or a comparable platform is preferred.
• Ability to troubleshoot routine application, access, workflow, data, and process issues using structured problem-solving techniques.
• Strong written and verbal communication skills, including the ability to explain solutions to users with varying levels of technical knowledge.
• Demonstrated customer service orientation, follow-through, and ability to manage multiple requests with competing priorities.
• Associate or bachelor’s degree in information systems, business, technology, or a related field is preferred; equivalent relevant experience will be considered.

Competencies and Attributes:

• Service-minded and responsive, with a calm and professional approach to user support.
• Strong attention to detail and commitment to accurate documentation and timely follow-up.
• Curiosity and persistence when investigating issues, with sound judgment about when to escalate.
• Ability to learn new systems, processes, and business terminology quickly.
• Collaborative and adaptable, with the flexibility to support teams and priorities outside the primary function as needed.
• Ability to protect confidential information and exercise discretion when handling sensitive requests.

Why ANDMORE

At ANDMORE, you’ll be part of a team that values connection, creativity, and continuous improvement. We offer:

• Competitive compensation and benefits.
• A collaborative, inclusive culture.
• Opportunities for professional growth and development.
• The chance to make an impact at the heart of the wholesale and design community.

Additional Position Information

Direct Reports: Individual contributor.

Work Schedule: Onsite 5 days a week schedule based in Atlanta, Georgia, with flexibility to support business needs, scheduled events, and periods of increased service demand.

Equal Opportunity Statement

ANDMORE is proud to be an Equal Opportunity Employer and is committed to diversity and inclusion at all levels of the organization.

About ANDMORE®

ANDMORE® is a Blackstone and Fireside Investments portfolio company. We create connection opportunities for the wholesale home, gift, and lifestyle industries through physical markets, design centers, and digital channels.

For more information, visit www.ANDMORE.com.