End User Analyst

At Revlon, we create beauty innovations for everyone that inspire confidence and ignite joy every day. Breaking beauty boundaries is in our company’s DNA. Since its game-changing launch of the first opaque nail enamel in 1932 (and later, the first long-wear foundation), Revlon has provided consumers with high-quality product innovation, performance, and sophisticated glamour. Elizabeth Arden made waves as a woman-led beauty company in the 1920s.

In 1931, Almay became the original hypoallergenic, fragrance-free beauty brand. Today, Revlon resiliently continues its legacy as a leading global beauty company. Our diverse portfolio—including Revlon, Revlon Professional, Elizabeth Arden, Almay, American Crew, CND, Cutex, Mitchum, Sinful Colors, Creme of Nature, Christina Aguilera, John Varvatos, Juicy Couture, Ed Hardy and more—offers color cosmetics, skincare, hair color & care, personal care, and fragrances sold worldwide through prestige, professional, mass, and direct-to-consumer retail channels.

We honor our heritage, embrace change, and applaud diversity. We champion our employees and celebrate our consumers. We are Revlon, together, transforming beauty.

This role is an Onsite Role:
This role requires full-time presence at either our Roanoke or Salem, Virginia distribution centers.

Job Summary The User Support Analyst will provide support and guidance to users experiencing technical issues relating to computer hardware, software, and peripherals.

Duties/Responsibilities

• Provides technical support and guidance to resolve users’ computer hardware and software problems.
• Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine whether users have taken any resolution steps.
• Applies knowledge of computer software and hardware to assist users in resolving problems.
• Installs or assists with installing and setting up new hardware, software, and peripheral equipment.
• Coordinates service or replacement of defective products from vendors and manufacturers.
• Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
• Drafts or revises user training manuals and procedures.
• Maintains logs of support services provided in the ticketing system or other appropriate database.
• Develops training materials and/or provides onsite training as requested.
• Performs other related duties as assigned.
• Travel between the Salem and Roanoke offices. About 30 minutes.

Required Skills/Abilities

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Thorough understanding of the technology commonly used by clients and employees.
• Ability to explain technical problems to nontechnical employees.
• Knowledge of the Zebra printers and other manufacturing printing needs.
• Use of remote customer support software like Splashtop, Dameware, etc.
• On-site support for the Network, infrastructure, and IT security team.
• Lifting heavy equipment, servers, switches, printers, etc. (30lb).
• Experience:
  
  Windows OS – Win 10 & 11, Apple iPhone, Ticketing system is Service Now, O365, Adobe, Interacting with servers and Active Directory, Printer set up and install:
  Zebra, Xerox, HP, and others, basic networking skills.

Education And Experience

• Two years of experience or an associate’s degree required.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift to 30 pounds at times.

Revlon is unable to sponsor or transfer employment visas for this role; candidates must be legally authorized to work in the United States without current or future visa support.

The base pay range for this position is $55,000 - $70,000 / year; however base pay offered may vary depending on skills, experience, and job-related knowledge.

Employees (and their families) are eligible for medical, dental, and vision benefits. Employees are covered by the company-paid basic life insurance policy and company-paid short-term disability insurance (the benefit commences upon hire…