System Support Analyst (On-site Position)

JAFRA Cosmetics International•Lewisville, TX

11d•$80,000 - $90,000•Onsite

About The Position

The Systems Support Analyst position is accountable for managing IT systems as well as end user computers, Macs, peripherals, associated systems, and connectivity in the JAFRA Westlake Village facility. Will manage IT CMDB assets in the WW division of JAFRA including other facilities and remote employees. They will be deeply involved with IT Network, Server systems and end users of all levels with their computer, peripheral and audiovisual needs. The role will require significant collaboration with cross functional teams and will assist the deskside support as an alternate face-of-IT person assisting with support of local network, security, and IT services. Expert time management, support and communications skills are key to this position’s success.

Requirements

Office 365 and Active Directory Administration
Microsoft O365, email, applications, Microsoft Azure access basic administration
Service Desk Ticketing systems. Manage Engine experience a plus.
Windows 10, MacBook, iMac, and Mobile Device Management Administration
Hands on experience at second and first levels
Customer service acumen with exceptional communications and service delivery
Intercultural competence and international orientation
Communication and presentation skills and the ability to explain security-related issues to non-technology savvy audience
English & Spanish proficiency preferred

Responsibilities

Assist all areas of JAFRA IT to evaluate requirements for Wintel and Apple systems.
Manage ticketing system queues as well as vendor management escalation required.
Serve as the main point of contact for IT deliverables of the United States facilities including continuous improvements, completion of daily checks and management of the service lifecycle.
Partner with all IT branches and facilities manager to ensure the success of the customer.
Essential experience with IT systems configuration, troubleshooting and maintenance.
Deep understanding of Audio-Visual systems including Microsoft Skype/Teams, Zoom, Webex, Network cabling, displays and digital media.
Essential customer experience, confidence deal with C-Level executives.
Interact with second level peers via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.
Investigate and implement ways of optimizing IT Services and improve service delivery experience
Perform root-cause analysis, doing what is necessary to prevent problems from recurring.
Liaise with Global IT Staff to implement best practices.
Document procedures, corrective actions, and update knowledge base system.
Keep peers and management informed of trends, significant problems, and unexpected delays.
Provide efficient tracking of IT Software and Hardware inventory assets.
Self-driven with a disciplined improvement mindset capable of working autonomously.
All other duties as assigned