Desktop Analyst, DC - 3rd Shift; Wed - Sun

Belong to Something Beautiful

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential, and making a difference every day. Together, we belong to something beautiful.

The Desktop Support Analyst is responsible for resolving all tier-2 support incidents and requests, including those impacting or involving end-users. The Analyst's primary responsibility is to follow best practices to find secure, agile, flexible, and reliable solutions that support the company’s growing environments. Additionally, the Analyst must be able to manage the complex software and hardware requirements often necessary to support the varied roles of the end-user.

The Desktop Support Analyst will be customer service driven and work closely with our clients to provide quick and effective resolution to system inefficiencies. As part of the DC Desktop Team, this individual will support the enterprise desktop environment, and assist the Network, Server, and Telecom teams located in San Francisco in resolving any related issues at the local distribution center with DC infrastructure hardware, primarily located in IDFs and the MDF.

Essential Functions of the Job:

Install and configure desktops, laptops, mobile devices, and

related software

Provide onsite technical assistance to End Users

Manage incident queue and ensure tickets are resolved/closed within defined service

level agreement (SLA);
Respond to end-user requests for updates on incident status and

promptly follow up as needed

Provide support for Zebra label printers, RF 9000 series barcode scanning and WT41 N0

Onboard and offboard users (collect hardware, remove permissions, etc

Knowledge, Skills and Abilities:

• Strong communication skills and exceptional customer service orientation Ability to effectively present information and respond to questions from groups of managers, clients and customers
• The candidate must exhibit task and time management skills, oral and written communication skills, technical expertise, and dedication to resolve problems effectively and efficiently while minimizing disruptions
• Ability to work independently and collaboratively with diverse groups in a team environment using logic-based troubleshooting skills
• Solid knowledge of Windows 10 and later, including file systems, the registry, security, integration and Exchange Ability to effectively prioritize and execute tasks in a high-pressure environment
• Self-motivated, proactive, independent and responsive; requires little supervisory attention Ability to manage multiple priorities in a fast-paced environment

We would love to hear from you if you have:

• Experience required in technical support and customer service 3+ Years
• Experience with enterprise-wide OS/application refresh projects (Desired) 3+ Years
• Experienced in supporting standard enterprise applications, such as Anti-virus/malware client,
• Experienced in support of RF scan guns, printers, tablets, and mobile devices in an enterprise setting (Desired) 3+ Years
• Experience working in a team-oriented, collaborative environment 3+ Years
• Experience supporting Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook 3+ Years
• Experience supporting Active Directory and SCCM 3+ Years
• Zebra and laser printer basic repair and troubleshooting (Desired) 3+ Years
• Power Shell and Environmental scripting 3+ Years
• Experience in warehouse operations, including the flow of materials from inbound receipt to outbound shipping (Desired) 3+ Years
• Education Certification and Licenses
• Technical IT training desired Industry standard certifications A+,…