Senior Desktop Analyst/EVIP Support

Job ID: 252014
Location Name: CA-FSC SF Off (0174)
Address: 350 Mission St, 20th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Information Technology
Remote Eligible: Hybrid Schedule

 

Company Overview:

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us.  We are united by a common goal - to reimagine the future of beauty.

 

The Opportunity:

Your role at Sephora…As our Desktop Executive VIP Support Analyst is responsible for resolving all tier-2 support incidents and requests, including those impacting or involving end-users on Windows and Mac environments, with a focus on supporting the Executive (VP and above) and Executive Assistant positions.

 

The EVIP Support Analyst's primary responsibility is to provide exceptional IT support for Executives and their assistants, with clear communication. The Analyst will be the face of the support teams to the executives and they must represent those teams and the rest of the IT org well. An additional responsibility is to follow best practices to find secure, agile, flexible, and reliable solutions that support the company’s growing Windows and Mac environments. Additionally, the Analyst must be able to manage the complex software requirements often necessary to support the varied roles of the end-user.

 

• Provide white glove IT support for Executives and their assistants, receiving request for support via multiple channels.
• Participate on a cross-functional team providing support to Windows and Mac equipment.
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Be able to lift 35 lbs. (16 kg) routinely
• Position requires 50% walking as the team supports users on multiple floors.
• Position is on-site at Sephora Corporate Office 3 or more days per week as needed
• Demonstrate our Sephora values: Passion, Innovation, Expertise, Balance, Respect, Teamwork and Initiative.

 

We would love to hear from you if…

 

• 5 or more years of related experience required in technical support and customer service.
• Strong communication skills and exceptional customer service orientation.
• Solid knowledge of Windows 10, Mac OS, and modern enterprise hardware.
• Experience with enterprise wide OS/application refresh projects.
• Experience with virtualization technologies, virtual desktop.
• Experience with enterprise drive encryption technologies such as Bitlocker/MBAM.
• Experienced in supporting tablet and mobile devices in an enterprise setting.
• Ability to effectively present information and respond to q