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

Sephora; Olive Branch (MS); On-site; USD 71,000 - 81,000; Full time

Benefits offered by this job

Health benefits

401k with match

Paid time off

Tuition reimbursement

Employee discount

Mentorship & development

Job summary

Sephora is seeking a Desktop Support Analyst for its Distribution Center team in Olive Branch, MS. You will handle tier-2 end-user support, desktop/laptop provisioning, and device management, aligning with SLA requirements and collaborating with the DC Desktop Team in SF for broader issues.

The role demands 3+ years in technical support, experience with AD/SCCM, and strong communication. Onsite work at the Olive Branch DC with potential travel to other DC locations, 60% walking, lifting to 35

Qualifications

• Experience in technical support and customer service (3+ years).
• Experience with enterprise OS/application refresh projects (3+ years).
• Experience with Microsoft Office/Outlook, VPN (3+ years).
• Experience with Zebra printers and barcode scanners (3+ years).
• Experience supporting Active Directory and SCCM (3+ years).
• Experience in a team environment and collaborating across departments (3+ years).
• Experience with standard desktop applications (Word, Excel, PowerPoint, Exchange, Visio, Outlook) (3+ years).
• Power Shell and scripting experience (3+ years).
• Warehouse operations knowledge (3+ years).
• Education certifications and IT training expected.

Responsibilities

• Provide tier-2 end-user support and resolve incidents per SLA.
• Install and configure desktops, laptops, mobile devices, and peripherals.
• Onboard/offboard users and manage permissions.
• Support enterprise applications and security tooling (AV/malware, VPN).
• Respond to end-user requests and provide timely updates on incidents.
• Collaborate with Network, Server, and Telecom teams across DCs.

Skills

Customer service orientation

Communication skills

Time management

Troubleshooting

Independent & team work

Education

A+, Network+, Security+ (or equivalent)

AA or BS in Information Technology

CCNA or other IT certification

Tools

Active Directory

SCCM

PowerShell

Windows 10+

Job description

8500 Nail Road, Olive Branch, MS 38654, United States (US)

Shift: Wednesday - Friday 9:30am - 6:00pm Saturday & Sunday 9am - 5:30pm

Belong to Something Beautiful

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 your 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 well as FSA and HSA programs. We also offer a Student Debt Retirement plan, where your student loan payments qualify to earn the 401k match from Sephora.
• Balance. Enjoy paid time off, sick paid time off, and protected leave.
• Growth. We invest in you, with access to development programs, tuition reimbursement, and mentorship so that you can flourish in this fast-paced role.
• Perks. Love what you do, love what you get! Enjoy 30% discount on all merchandise/services, opportunities for free product or “gratis,” and flash sale discounts on LVMH brand products.
• Support. Join a team that truly cares – with free mental health and financial coaching resources with 24/7 access to Modern Health and Financial Finesse. Plus, volunteer and donation matching.

Sephora values a diverse and inclusive workplace and considers all applicants without regard to sex, pregnancy, race, color, national origin, gender (including gender identity and gender expression), age, religion, sexual orientation, military/veteran status, disability, or any other protected category. Sephora is committed to providing reasonable accommodation to applicants with disabilities or other medical conditions.

Sephora will consider all qualified applicants, including those with arrest and conviction records in a manner consistent with the requirements of all applicable laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.

Join Us and Belong to Something Beautiful