About Us
Since 1977, LAGOS has been a pioneer in fine jewelry, combining precious materials and expert craftsmanship to offer modern, iconic styles for women and men. Founded by master jeweler, Steven Lagos, the brand’s signature Caviar collections offer bold, unique styles that encourage personal expression. Today, Steven’s daughter. Kate Lagos serves as Associate Designer and Brand Stylist, continuing the tradition of excellence and creativity that defines the brand’s iconic Caviar collections.
About You
You are a service-oriented technology professional with a strong foundation in end-user support and a natural ability to communicate clearly with non-technical users. You bring a calm, structured approach to troubleshooting and take ownership of issues through resolution. You are equally comfortable resolving technical problems and guiding users with patience and clarity, ensuring they feel confident and supported. You are proactive in identifying recurring issues, improving documentation, and enhancing workflows to reduce friction and increase efficiency. You thrive in a highly visible role and build trust through responsiveness, follow-through, and professionalism.
Position Summary
The Technology Support & Training role delivers high-touch, white-glove end-user support, application guidance, and training to ensure employees can effectively use technology in their day-to-day work. This role combines hands-on technical support with user enablement, emphasizing exceptional service, clear communication, and strong interpersonal engagement. In addition to resolving technical issues, this role is responsible for building user confidence through training, coaching, and proactive support. By reducing recurring issues, improving documentation, and delivering effective training experiences, this role enhances productivity, user satisfaction, and overall technology adoption across the organization.
Essential Functions
End-User Support & Experience
- Serve as a primary point of contact for employee technology support, providing in-person and remote assistance
- Troubleshoot hardware, software, peripheral, and network issues across Windows and macOS environments
- Diagnose and resolve issues efficiently while communicating clearly with users of varying technical proficiency
- Prioritize and manage support requests based on urgency, impact, and established service levels
- Build strong, trust-based relationships with users through professionalism, responsiveness, and a service-oriented mindset
Microsoft 365 & Application Support
- Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive
- Assist users with collaboration tools, file management, permissions, and workflow optimization
- Guide users on best practices to improve efficiency and effective use of technology
Training, Enablement & Documentation
- Provide real-time coaching during support interactions to build user capability
- Create and maintain internal documentation, including how-to guides, FAQs, and training materials
- Support onboarding and deliver training sessions on core systems and tools (e.g., Microsoft 365, NetSuite, POS, AI tools) to individuals and groups with varying levels of experience
- Identify knowledge gaps and recommend training or documentation improvements
Help Desk & IT Operations
- Manage, triage, and route support requests through the ticketing system, ensuring accurate tracking and timely resolution
- Communicate clearly on ticket status, timelines, and outcomes
- Analyze support trends and recurring issues to recommend and implement process improvements
- Contribute to the standardization and optimization of support workflows
Systems Exposure & Growth
- Develop working knowledge of business systems, including NetSuite and retail technologies
- Support system implementations, upgrades, and internal technology initiatives
- Identify inefficiencies and contribute to scalable process and workflow improvements
Qualifications
- 2–4 years of experience in end-user or desktop technical support
- Strong working knowledge of Microsoft 365 applications, particularly Outlook and Teams
- Excellent communication skills, with the ability to explain technical concepts to non-technical users
- Strong interpersonal skills and a professional, service-oriented approach to user support
- Experience supporting Windows and macOS environments
- Familiarity with ticketing systems and structured support workflows
- Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently
- Strong attention to detail
- Demonstrated ability to learn new systems and technologies quickly
- Experience supporting ERP systems (NetSuite preferred)
- Exposure to retail or point-of-sale systems
- Familiarity with basic networking concepts
- Experience contributing to documentation, training, or process improvement initiatives
- Proven ability or strong aptitude for training, coaching, or teaching others effectively
Core Competencies
To thrive and grow with our company, you must possess and continue to develop the following competencies:
- Customer Focus: Ensuring that the internal and external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ needs; promoting and operationalizing customer service as a value.
- Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress towards goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
- Building Trusting Relationships: Using appropriate interpersonal styles to establish relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
- Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make change successful.
- Growth Orientation: Harnessing technical expertise, continuous learning, and commitment to improvement to optimize processes, address challenges, and achieve impactful results.
Equal Employment Opportunities
LAGOS is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin, or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.
Other Duties
Please note this job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
