Overview
On Site
Full Time
Skills
Warehouse
Mentorship
Employment Authorization
Technical Support
Routing
Inventory
Documentation
Inventory Management
SLA
FOCUS
Training And Development
Physical Layer
Computer Networking
Issue Tracking
Slack
Knowledge Base
ServiceNow
Nexus
Soft Skills
Communication
Scripting
Creative Problem Solving
SAP BASIS
Privacy
Data Security
Job Details
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 H-1B, H-1B1, E-3, O-1, J-1, or TN.
What You'll Do
What You'll Need
About Wayfair Inc.
Wayfair is one of the world's largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we're 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 you're looking for rapid growth, constant learning, and dynamic challenges, then you'll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We're 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. That's why we're 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
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 H-1B, H-1B1, E-3, O-1, J-1, or TN.
What You'll 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 You'll 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 world's largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we're 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 you're looking for rapid growth, constant learning, and dynamic challenges, then you'll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We're 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. That's why we're 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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.