Desktop Analyst, DC

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Job

Location:

Perryman Distribution Center, 531 Chelsea Road, Maryland, MD 21130, United States

Job Type: Salaried, Position Type:
Regular, Job Function:
Distribution Center, Eligible for Remote:
No

At Sephora, our people create and drive our success. We know that delivering the best products, services, and experiences to our clients requires flawless execution. We strongly believe that our people are our best asset, and we work every day to arm them with knowledge and tools to get the job done while feeling inspired and fearless.

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. The analyst must manage complex software and hardware requirements necessary to support varied end‑user roles. Working closely with clients, the analyst provides 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 in San Francisco with related issues at the local distribution center, primarily involving DC infrastructure hardware located in IDFs and the MDF.

• Provide customer‑facing end‑user support, including installation and configuration of desktops, laptops, mobile devices, peripherals, and related software.
• Perform break‑fix, desk‑side support, desktop/laptop refreshes, and related tasks.
• Provide onsite technical assistance to end‑users.
• Manage the incident queue and ensure tickets are resolved/closed within the defined SLA; respond to end‑user requests for updates on incident status and follow up as needed.
• Provide support for Zebra label printers, RF 9000 series barcode scanners, and WT41N0 barcode scanning devices.
• Onboard and offboard users (collect hardware, remove permissions, etc.).

• Strong communication skills and exceptional customer‑service orientation; ability to present information and respond to questions from managers, clients, and customers.
• Task and time‑management skills, oral and written communication, technical expertise, and dedication to resolving problems effectively while minimizing disruptions.
• Ability to work independently and collaborate with diverse groups in a team environment using logic‑based troubleshooting skills.
• Solid knowledge of Windows 10 and later, including file systems, registry, security, integration, and Exchange; ability to 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.

• 3+ years of experience in technical support and customer service.
• 3+ years of experience with enterprise‑wide OS/application refresh projects (desired).
• 3+ years of experience supporting standard enterprise applications such as anti‑virus/malware client, Microsoft Office/Outlook, VPN, etc.
• 3+ years of experience supporting RF scan guns, printers, tablets and mobile devices in an enterprise setting (desired).
• 3+ years of experience working in a team‑oriented, collaborative environment.
• 3+ years of experience supporting Microsoft desktop applications including Word, Excel, PowerPoint, Exchange, Visio, Outlook.
• 3+ years of experience supporting Active Directory and SCCM.
• 3+ years of experience with Zebra and laser printer repair and troubleshooting (desired).
• 3+ years of Power Shell and environmental scripting experience.
• 3+ years of experience in warehouse operations, including material flow from inbound receipt to outbound shipping (desired).
• Education, certifications and licenses such as A+, Network+, Security+, AA or BS in Information Technology, CCNA or other IT certifications.

• Must be able to routinely lift 35 lbs.
• Position requires 60% walking as the team supports users in large…