Desktop Analyst, DC - 3rd Shift (Wed - Sun)

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:

Provide customer-facing end-user support that includes:

• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software
• Perform Break-Fix, Desk-side Support, Desktop/Laptop Refreshes, etc…
• 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 WT41N0 barcode scanning devices
• 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, Microsoft Office/Outlook, VPN, etc. 3+ Years
• 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+, Network+, Security+, AA or BS in Information Technology, CCNA or other IT technical certification

Working Conditions:

• Must be able to routinely lift 35 lbs
• Position requires 60% walking as the team supports users in large facilities
• Worksite: Distribution Center/Warehouse
• Environmental conditions / exposures: Work is indoors, and in a temperature-controlled environment
• Travel requirements: Travel to provide support at other DC locations, 0 – 3 times annually

What You’ll Get:

The annual base salary range for this position is $71,000.00 - $81,000.00. The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. Individuals employed in this position may also be eligible to earn bonuses. This job will be posted for a minimum of 5 days.

• Caring Community. Thrive in a supportive, mentorship-driven environment from your leaders while also creating that same environment for your teams!
• Fulfilling Path. We invest in you, not just your role, with opportunities to learn, innovate and lead.
• Meaningful Work. Your work creates real impact. With every decision leading to thousands of shipments, you bring beauty to life for our clients.

Rewards as Unique as You:

*Some benefits have eligibility requirements and may depend on job classification and length of employment.*

• Health. Thrive on and off the floor with healthcare plans that fit the needs of you and your family, including medical, dental, and vision coverage. Sephora also fully covers our employees’ disability and life insurance.
• Wealth. We offer a competitive 401k with 4% match as