DGB Americas IT Help Desk Analyst

Dolce & Gabbana, a leader in the world of luxury fashion, through its in-house Beauty Division, offers an exceptional career opportunity for an IT Help Desk Analyst to support our growing US operations. This role is essential to ensuring seamless day-to-day technology support across corporate, retail, and field teams, enabling business continuity and operational excellence.

The IT Help Desk Analyst is responsible for providing first-level and second-level technical support to internal users. This role serves as the primary point of contact for IT-related issues, ensuring timely resolution, clear communication, and a high-quality user experience aligned with Dolce & Gabbana Beauty standards.

User Support & Incident Management

• Serve as the first point of contact for IT support requests via, email, phone, or chat.
• Troubleshoot and resolve hardware, software, network, and access-related issues.
• Provide support for laptops, desktops, mobile devices, printers, and peripherals.
• Escalate complex issues to appropriate IT teams while ensuring proper follow-up.

Systems & Access Management

• Manage user accounts, permissions, and access for systems such as Microsoft 365, Outlook, Teams, Azure, Active Directory and internal tools.
• Support onboarding and offboarding processes, including equipment setup and system access.
• Maintain accurate documentation of user requests, resolutions, and IT procedures.

Application & Platform Support

• Support business applications and tools used across the organization.
• Assist users with software installations, updates, and troubleshooting.
• Coordinate with vendors and external service providers when required.

Asset & Inventory Management

• Track and manage IT assets, including hardware inventory and software licenses.
• Support device provisioning, replacements, and returns.
• Ensure compliance with internal IT policies and security standards.
• Identify recurring issues and propose solutions to improve IT service efficiency.
• Contribute to the creation and maintenance of knowledge base articles and user guides.
• Support IT projects and system upgrades as needed.
• Strong customer-service mindset with excellent communication skills.
• Ability to troubleshoot technical issues methodically and efficiently.
• Highly organized, detail-oriented, and capable of managing multiple requests simultaneously.
• Proactive, adaptable, and able to work independently and collaboratively.

• Bachelor’s degree or currently pursuing in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in an IT Help Desk or Technical Support role.
• Hands-on experience supporting Microsoft 365 (Outlook, Teams, SharePoint).
• Familiarity with Windows and macOS environments.
• Experience with ticketing systems and IT service management tools.
• Knowledge of basic networking concepts (LAN/WAN, Wi-Fi).
• Retail or multi-location environment experience is a plus.