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, Keys Soulcare, a groundbreaking lifestyle beauty brand created with Alicia Keys and Naturium, high-performance, biocompatible, clinically-effective and accessible skincare.

In our Fiscal year 24, we had net sales of $1 Billion and our business performance has been nothing short of extraordinary with 23 consecutive quarters of net sales growth. We are the #2 mass cosmetics brand in the US and are the fastest growing mass cosmetics brand among the top 5. Our total compensation philosophy offers every full-time new hire competitive pay and benefits, bonus eligibility (200% of target over the last four fiscal years), equity, 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.

Visit our Career Page to learn more about our team: https://www.elfbeauty.com/work-with-us

Position Summary

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 Analyst is passionate about providing services to e.l.f. users and maintaining a professional and pleasant manner using proper customer service skills.

Responsibilities:

•   Ensure end-to-end user experience with timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude.

•   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.

•   Perform analysis, diagnosis, and resolution of basic problems for end users, and recommend and implement corrective solutions.

•   Document resolutions and update self-help and knowledge bases.

•   Liaise on procuring hardware and software.

•   Conduct and update asset management processes and inventory.

•   Provision and troubleshoot users’ workstations and related hardware and software in order to deliver required service levels.

•   Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.

Provide after-hours support as needed.

Adhere to IT and company policies and follow procedures.

Perform other duties as assigned.

Requirements:

•   3+ years of experience in an IT Support position in a medium-large company environment.

•   A degree in Information Technology, or other technical disciplines

•   Has a strong interest in technology, customer support, and security

•   Hands-on hardware troubleshooting experience. Technical knowledge of current protocols, operating systems, and standards, including Windows OS, MacOS, MS Office, and other productivity tools.

•   Hands-on working knowledge with collaboration tools (Zoom, Box, Slack, etc.)

•   Familiarity with MDM tools like JAMF or Workspace One

•   Analytical and problem-solving abilities, with keen attention to detail.

•   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.

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 principal 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 the supervisors’ discretion.

e.l.f. Beauty respects your privacy. Please see our Job Applicant Privacy Notice (www.elfbeauty.com/us-job-applicant-privacy-notice) for how your personal information is used and shared.