The RealReal

The RealReal

Secaucus, NJ

IT Support Administrator

As our IT Support Administrator you will play a key role in ensuring that business productivity avoids gaps and service disruptions. You will play an integral role in both identifying and solving technical issues and trends across our eCommerce centers, nationwide retail stores, and large-scale Sales teams working in the field. To mitigate and remediate technical challenges, you will build strong relationships with a number of operational departments such as Photography, Authentication, Sales, and Retail to name a few. This position will give you a chance to not only work with cutting edge technology, but also to explore new vendors and bring new solutions to existing business challenges. Additionally you will review, update and or change the existing IT processes and workflows to meet the ever changing day to day production needs.

Primary Responsibility: Supporting Help Desk Escalations

  • Ensure end-users are getting the support they need in a timely manner. Take on a Level-1 first responder role when necessary while also conducting deep dives on Level-2 escalations
  • Support the L1 team on escalations, ensure we do not breach our SLA
  • Lead the team in basic troubleshooting, and be an expert in problem solving
  • Clearly document technical issues in the helpdesk ticket queue (Zendesk)
  • Maintain an approachable atmosphere with teammates and end-users
  • Strive for customer service, maintain transparency, communicate priorities
  • Some weekend hours of coverage to be expected


  • Take ownership of deep dives on technical issues surrounding desktops, laptops, iPhones, network issues, MDMs and cloud based systems
  • Assist in identifying ticket trends, discover a use-case for projects, formulate solutions on issues that go beyond just a simple break-fix
  • Contribute to configuration and deployment projects in Jamf, AirWatch, and Windows Server Group Policies
  • Handle escalations to vendors; research and help implement third party solutions
  • Establish project timelines, state objectives, and outline milestones and standard operating procedures using Atlassian (Jira and confluence)
  • When implementing changes to production, use Change Management SOP and follow the approval process in Service Now
  • Contribute and facilitate general moves, additions and changes

Asset Management and Deployments

  • Conduct audits of deployed and stored inventory using the asset management systems
  • Audit user directories (AD against Google, Google against Service Now etc.)
  • Ensure all computers, phones and tablets, have the latest approved patch or incremental updates
  • Contribute in migrations between systems and services, vendors and platforms

What You Bring To The Role

  • Self-motivated and able to work effectively both independently and part of a team
  • Minimum 3-5 years of Helpdesk experience and/or Bachelor’s Degree
  • Five or more years of experience in Helpdesk and System administration supporting at least 500 users across multiple sites
  • Experience troubleshooting network connectivity issues, possess a solid understanding of network protocols (TCP/IP, DNS, 802.11sc)
  • Experience building policies and scoping settings to endpoints in Jamf, AirWatch or Mobile Iron
  • Experience in administering Google G-Suite, Office 365 and Active Directory
  • Experience building and deploying Group Policy Objects in Windows Server (we do NOT have SCCM, so GPO experience will be heavily considered)
  • Experience with Operating System upgrades and Patch Management across multiple sites
  • Subject Matter Expert on operating systems and platforms; can effectively negotiate system event logs with user reported issues and identify technical root causes

Want to learn more about our team at The RealReal? Check out our Technology & Product Blog!

About The RealReal

EngineeringEngineers at The Realreal are exposed to the latest technology and a data-driven culture on a daily basis. Our team is friendly, helpful, collaborative, and building real solutions that are core to our business. We're tackling some exciting problems in the sustainable fashion space, such as using machine learning technology to authenticate consigned items as genuine, simplifying consignment logistics, personalizing recommendations, optimizing pricing, and much more! The RealReal is a global company and we recognize that great talent can live anywhere, that is why we are open to talent in all of North and South America for the majority of our Engineering roles. We're also one of the largest users of Elixir in the United States and The RealReal is an active participant in the Elixir community.Machine Learning & Data ScienceWe use cutting edge models solve problems in the computer vision, constrained optimization, and the personalization space. Our collaborative and high-caliber team directly impacts all areas of the business through the use of computer vision, machine learning, and big data tools. We are constantly evaluating the best tooling to use in MLOps to streamline our output.At The RealReal, we do full stack ML on the most interesting projects in a wide array of fields, always pushing the limits.ITWe believe that new technology allows us to look at a problem in a new light and possibly find a better solution to the issue at hand.Our IT team provides support for application, hardware, and networking issues for our eCommerce company.We are responsible for prioritizing mission critical tasks and coordinating the construction and expansion of our systems for a company, at scale.We build for the future, see around corners, and focus on automating current and future processes through scripting.