Role Summary

Are you a seasoned IT professional with a high degree of experience providing support within an enterprise IT environment? Do you have a passion for troubleshooting and supporting users? Join our team as a Service Desk Analyst to support internal customers within a diverse user group across 3 locations and remotely across North America. As the Service Desk Analyst, you will support users with hardware setup, password resets, e-mail troubleshooting and general desktop application support. You will also configure new PCs, support printers, and deploy technical equipment. As the Service Desk Analyst, you will report directly to the Manager of Information Security & Compliance and work closely with other members of the Information Services team.

Responsibilities

First point of contact for all technical support calls
Log tickets into the JIRA Ticketing system
Prioritize and troubleshoot issues either in person or using remote control software
Resolve hardware and software technical issues
Remediate all workstation, software patches, updates, and upgrades
Deploy technology equipment for new users and set up hardware, including workstations, telephones, and printers
Assist with keeping build images and workstation deployment methods up-to-date
Coordinate technology equipment for desk moves for existing users
Maintain inventory tracking and update the inventory logs of supplies, users, IP, service tags, etc.
Maintain and create documentation
Inform users of support request status and provide education where appropriate
Report system outages promptly
Conduct technology onboarding for new Team-members
Inform users of new systems, procedures, or updates

Qualifications

3-6 years of experience providing technical support in a busy office environment
3-6 years of experience providing front-line technical support for computers
3-6 years of experience in setting up personal computers as workstations
Demonstrated ability to simultaneously coordinate multiple projects
Demonstrated ability to install software and hardware, maintain new Users via Exchange or Active Directory, problem-solve issues with third-party hardware and software vendors, facilitate support sessions using Remote Desktop Connection and other remote-control tools, and prepare and update Network and End-user documentation
Experience with Windows 10, including file shares
Ability to develop and sustain cooperative, productive working relationships to demonstrate our core values and contribute positively to the culture of the organization
High level of accuracy, exceptional service skills, excellent communication skills, and proactive approach to problem-solving

Total Rewards

Competitive salary, quarterly and annual bonuses based on individual and company goals
100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts
Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

The Application

Please submit a resume with a cover letter.

Closing date for applications: Wednesday, April 19th at 9pm PST.

Our Company

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For more than 14 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Line and their favourite company for Product Education. As a Certified B Corporation®, we are looking for Team-members who seek to positively impact lives within our communities, give back through philanthropic endeavours, and make choices to exemplify sustainability and be stewards of the environment.

Eminence Organic Skin Care is proud to be an equal-opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity.

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Eminence Organic Skin Care

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Service Desk Analyst (IT Support)