Enterprise Device Support Analyst

Who We Are

For over 60 years, we have curated a unique marketplace filled with inspiring finds for the home decorator, entertainer, and gifter. From international foods and hand-picked wine and beverages to artisan furniture and on-trend décor, we offer a high-quality assortment at a great value you won’t find anywhere else. And, while diversity of products is critical to our success as a retail brand, it is our culture of diversity and belonging that allows us to thrive as a team. Each and every individual's contribution and unique perspective matter and inspire us to be inclusive, collaborative, open-minded, adaptable, honest, and respectful.

What You’ll Do

We are seeking an Enterprise Device Support Analyst to join our Technology Support team, ensuring seamless management and administration of enterprise devices across 247 stores, two distribution centers, and the corporate office in Alameda, California. This role specializes in enterprise device administration, including but not limited to:

• Spectralink 95 series phones
• Zebra ET40s, TC52s, MC9300
• Zebra ZQ630 printers
• HP wireless and wired printers
• Lexmark printers
• Microsoft Windows and Apple MacOS laptops/desktops
• Sample house and Creative Studio Devices
• Partnering with vendors and managed service providers across the above
• Other devices as identified and added to EDM team

This position provides technical expertise, troubleshooting, and device lifecycle management while maintaining security compliance and system optimization across a diverse technology ecosystem. Additionally, this role supports training and staying current with new Android versions and emerging technologies.

Responsibilities:

• Manage and maintain enterprise devices across stores, distribution centers, and corporate offices.
• Provide Level II support for escalated incidents and request fulfillment, ensuring timely resolution for field and home office associates.
• Monitor, troubleshoot, and optimize device connectivity, network performance, and system integrations.
• Proactively respond to Level 1 & Level 2 tickets, incidents, and continuous improvement projects.
• Partner with network engineering for advanced troubleshooting and infrastructure enhancements.
• Lead hardware/software configuration, security compliance, patching, and monitoring.
• Contribute to automation and workflow optimization through scripting (PowerShell, Python).
• Ensure proper administration of Active Directory, Office 365, Azure Intune, Exchange Online, and SharePoint.
• Support mobile device management (MDM) solutions and Android/iOS troubleshooting.
• Assist with vendor escalations and collaborate with third-party technology providers.
• Participate in 24/7 on-call rotations for critical support needs.
• Document and maintain runbooks, knowledge base articles, user guides, and troubleshooting procedures.
• Other duties as assigned

What You’ll Bring

• Bachelor’s degree in Engineering, Information Technology, or related field.
• Minimum 2+ years of experience in IT support, enterprise device administration, or service desk engineering.
• Strong understanding of enterprise systems, including networking, cloud services, and endpoint security.
• Proficiency in Microsoft 365 applications and administration.
• Familiarity with Android/iOS device configuration and MDM integration.
• Basic networking expertise: TCP/IP, LAN/WAN, DHCP, DNS, routing, wireless networks.
• Experience troubleshooting printers, POS systems, desktops/laptops, and mobile devices.
• Excellent customer service, mentorship, and communication skills.
• Preferred Certifications: ITIL, CompTIA A+, Network+, Security+, Microsoft certifications.

Why You'll Love It

• Up to 30% employee discount and product sample sales!

• A fun and supportive work environment where you feel welcome and safe.

• A culture of inclusion that empowers you to be your best authentic self.

• Opportunities to make an impact through your passions.

• Wellness Program including virtual fitness classes, personal health advocates, coaches, gym discounts and more.

• Accrued Vacation, Sick Time and Personal Holidays.

• Eligible employees offered Medical and Dental Insurance, Vision Coverage, 401(k) Savings Plan, Commuter Benefits, Employee Assistance and more.

CA Pay Range is $32 - $36 hourly.

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Full time and Part time associates are eligible to participate in the Company’s 401(k) retirement savings plan after three (3) mo