SR DESKTOP ENGINEER

Sr. IT Desktop Engineer

This position is Hybrid working 3 days in Texas Support Center currently located in Denton, TX - relocating to Plano (Legacy West area) in late Fall 2025. 

About Sally Beauty Holdings, Inc.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

About the role

This role provides advanced technical support for computer hardware, software, and related systems, often serving as a point of escalation for complex issues. This role troubleshoots and resolves a wide range of technical problems, manages desktop environments, and contributes to the development and implementation of IT solutions.

Responsibilities

• Advanced Troubleshooting: Diagnosing and resolving complex hardware and software issues, including network connectivity, operating systems, and application problems. 
• Desktop Management: Leading the deployment, configuration, and maintenance of desktop systems, including hardware and software installations. 
• Problem Resolution: Analyzing and resolving technical problems, minimizing user downtime, and ensuring a positive end-user experience. 
• System Maintenance: Performing routine maintenance tasks, such as system updates, patching, and security configuration. 
• Project Involvement: Participating in projects related to system upgrades, migrations, and desktop virtualization. 
• Documentation: Creating and maintaining technical documentation, user guides, and knowledge base articles. 
• Asset Management: Managing IT assets, including hardware and software inventory, ensuring compliance with licensing and security policies. 

Knowledge, skills & abilities requirements

• Bachelor’s degree, preferably in IT or other relevant disciplines. 

• Minimum of 3 years of working on a Help Desk or Desktop Support as a Senior Technician.

•  Minimum of 3 years of demonstrated success within a large organization.

• Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of telephony. 

• Strong knowledge of computer hardware, operating systems (Windows, macOS, etc.), software applications, networking, and security protocols

• Hands-on experience with Mac systems and Jamf for device management and configuration.

• Strong customer service orientation, good written and oral communication skills 

• Keen attention to details with strategic and holistic mindset, self-motivated and directed.

• Working knowledge of managing tickets, follow up actions and close issues. 

• Ability to work in a fast-paced and changing environment, manage user expectations and potential risks.

Competencies & attributes

• Passionate Learner – inquisitive about the business; open to feedback and coaching, applies learning quickly; applies learning to improve processes and procedures, proactively shares learning with colleagues and leaders; realigning and reshaping projects

• Flexible & Agile Adapter – responsive and open to change; works well with ambiguity; adapts to new plans or directions; keeps calm under pressure; perseveres to achieve the plan/task; doesn’t dwell on the p