Analyst, Desktop (Contract)

Sephora•Toronto, ON

1d•CA$66,500 - CA$78,000•Hybrid

About The Position

As Desktop Analyst, you’ll be the technical go-to for our Field Support Center end users. The work you do will impact beauty, as you keep the Sephora teams connected, productive, and ready to deliver unforgettable client experiences. You’ll be part of an IT team that’s united in beauty, supported by those who are equally as passionate about delivering responsive, high-quality end-user support.

Requirements

3+ years of hands-on desktop support or end-user computing experience in an enterprise environment.
Experience supporting SharePoint sites, document libraries, and OneDrive for Business at the end-user level, empowering collaboration.
Experience with basic iPhone deployment and setup, including email, Wi-Fi, and corporate application configuration.
Experience supporting docking stations, multi-monitor setups, and standard end-user peripherals.
Experience supporting Zoom and Microsoft Teams conferencing, including Logitech Rally rooms, Zoom Rooms, and Microsoft Teams Rooms.
The ability to support end users both on-site and remotely using remote-assistance tools, ensuring seamless support wherever needed.
The ability to work effectively across multiple IT and business teams to resolve issues and complete projects successfully.
A strong customer-service orientation, coupled with clear written and verbal communication skills, making every interaction a positive one.
Hands-on experience imaging Windows 11 systems via PXE boot, showcasing your technical efficiency.
Comprehensive experience supporting and administering macOS, including Recovery, erase/reinstall procedures, and Jamf Pro management, with familiarity handling FileVault recovery keys.
Strong working knowledge of Active Directory administration (users, groups, OUs, computer objects), ensuring smooth user and asset management.
Experience administering Microsoft Exchange or Exchange Online, including mailbox, distribution list, and connectivity support.
Basic networking knowledge with the ability to troubleshoot end-user VPN, Wi-Fi, IP, DNS, and DHCP connectivity issues.
Solid printer and print server troubleshooting skills (network printers, drivers, print queues), keeping our print environment running smoothly.
The ability to lift and move computer equipment up to 40 lbs as part of normal duties.

Responsibilities

Image Windows 11 desktops and laptops using PXE boot, expertly installing drivers and standard applications, and meticulously preparing devices for end-user delivery.
Masterfully erase, reinstall, and configure macOS using Recovery, and manage Mac endpoints through Jamf Pro, including handling FileVault recovery keys and escrow with precision.
Administer Active Directory user accounts, security groups, distribution lists, and computer objects to seamlessly support daily provisioning and lifecycle workflows.
Administer mailboxes, distribution lists, and shared mailboxes in Microsoft Exchange / Exchange Online, and skillfully troubleshoot Outlook client and mail flow issues.
Troubleshoot end-user connectivity issues across VPN, Wi-Fi, IP, DNS, and DHCP, partnering with our network team on escalations when needed.
Install, configure, and troubleshoot networked printers, print queues, and multifunction devices with ease.
Set up and troubleshoot docking stations, multi-monitor configurations, and standard end-user peripherals.
Support Zoom and Microsoft Teams audio/video conferencing, including specialized Logitech Rally rooms, Zoom Rooms, and Microsoft Teams Rooms.
Perform basic iPhone deployment and setup, including corporate email, Wi-Fi, VPN, and standard mobile applications.
Support end users with SharePoint sites, document libraries, and OneDrive for Business, including access and sync troubleshooting.
Provide exceptional support to end users both in person and remotely using remote-assistance tools, offering white-glove care for executives and high-priority users.
Respond efficiently to incidents and service requests through our ticketing system within defined SLAs, and meticulously document solutions in the knowledge base.
Collaborate effectively across various IT teams (network, server, security, identity) and other Sephora business teams to resolve cross-functional issues.
Conduct new-hire onboarding setup and seamless offboarding equipment recovery.