It Service Desk Analyst

About the Company

e.l.f. Beauty, Inc. stands with every eye, lip, face and paw. Our deep commitment to clean, cruelty free beauty at an incredible value has fueled the success of our flagship brand e.l.f. Cosmetics since 2004 and driven our portfolio expansion. Today, our multi-brand portfolio includes e.l.f. Cosmetics, e.l.f. SKIN, pioneering clean beauty brand Well People and Keys Soulcare, a groundbreaking lifestyle beauty brand created with Alicia Keys. We have annual revenues of ~$500 million and our business performance has been nothing short of extraordinary with 18 consecutive quarters of net sales growth as we have grown to #4 mass cosmetics brand in the US and are the fastest growing brand among the top 5. Our total compensation philosophy offers every new hire competitive pay and benefits, bonus eligibility (200% of target over the last four fiscal years), equity given to every full-time employee as a part of their new hire package, flexible time off, year-round half-day Fridays, and a hybrid 3 day in office, 2 day at home work environment. We believe the combination of our unique culture, total compensation, workplace flexibility and care for the team is unmatched across not just beauty but any industry.

About the role

We are currently looking for a collaborative, organized and experienced IT Service Desk Analyst in the Bay Area to join our dynamic, high-growth beauty company. This position will be based in our Oakland corporate headquarters and will report directly to the Associate Director, IT Infrastructure & Security.

The IT Service Desk Analyst is responsible for first-level support for technical infrastructure that includes computers running Windows and MacOS, client-based IT applications, and services. The Service Desk Analyst is also responsible for ensuring end-to-end user experience with timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude. In the role, you will act as the liaison on dispatching, log and track incidents and service requests and follow up with other resources involved to ensure incidents are resolved, and requests are fulfilled. You will also perform analysis, diagnosis, and resolution of basic problems for end users, and recommend and implement corrective solutions.

The best applicants for the role will be a positive and outgoing person, able to work with a variety of personalities and a strong communicator who can effectively manage your time. You will need 3+ years of experience in an IT Support position in a medium-large company environment and also preferably bring a degree in Information Technology, or other technical disciplines with you. You will need a strong interest in technology, customer support, and security and hands-on hardware troubleshooting experience along with technical knowledge of current protocols, operating systems, and standards, including Windows OS, MacOS, MS Office, and other productivity tools.

This position is located in New York City. Local candidates only.

Detailed Responsibilities and Requirements

Responsibilities:

• Conduct and update asset management processes and inventory.
• Act as the liaise on dispatching, log and track incidents and service requests and follow up with other resources involved to ensure incidents are resolved, and requests are fulfilled.
• Provision and troubleshoot users’ workstations and related hardware and software in order to deliver required service levels.
• Document resolutions and update self-help and knowledge bases.
• Perform other duties as assigned.
• Perform analysis, diagnosis, and resolution of basic problems for end users, and recommend and implement corrective solutions.
• Provide after-hours support as needed.
• Adhere to IT and company policies and follow procedures.
• Ensure end-to-end user experience with timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude.
• Liaise on procuring hardware and software.
• Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.

Requirements:

• Familiarity with MDM tools like JAMF or Workspace One
• Hands-on working knowledge with collaboration tools (Zoom, Box, Slack, etc.)
• Analytical and problem-solving abilities, with keen attention to detail.
• Hands-on hardware troubleshooting experience. Technical knowledge of current protocols, operating systems, and standards, including Windows OS, MacOS, MS Office, and other productivity tools.
• Has a strong interest in technology, customer support, and security
• Strong written and oral communication skills. Ability to present ideas in user-friendly language. Effective interpersonal skills.
• Ability to conduct research into issues and products as required.
• 3+ years of experience in an IT Support position in a medium-large company environment.
• A degree in Information Technology, or other technical disciplines

This job description is intended to describe the general nature, and level of work being performed in this position. It also reflects the general details considered necessary to describe the principle functions of the job identified, and shall not be considered, as detailed description of all the work required inherent in the job. It is not an exhaustive list of responsibilities, and it is subject to changes and exceptions at supervisors' discretion.

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