Scentsy is looking for a Technical Services Analyst to act as the primary Information Technology (IT) support interface to all Scentsy employees.

What You Would Do:

• Provide phone, email, ticket, and in-person technical support for Scentsy employees
• Responds to alerts from crucial systems to ensure Service Level Agreements (SLAs) are met and Standard Operating Procedures (SOPs) and other procedures are followed
• Ensure Service Level Agreements (SLAs) are met and Standard Operating Procedures (SOPs) and other procedures are followed
• Document all troubleshooting thoroughly within the case management system
• Prepare and set up IT equipment for end-users
• Troubleshoot hardware, software, telephony, and peripherals
• Perform physical computer hardware equipment moves for employee location changes
• Activate network ports for new hires and location changes
• Troubleshoot network access for all network-enabled devices
• Escalate technical issues to appropriate IT teams as needed
• Maintain loaner equipment inventory for checkout by Scentsy employees
• Suggest hardware or software to meet end-users’ needs
• Prepare end-of-life equipment for recycling or disposal
• Review and provide Return Merchandise Authorization (RMA) of defective and broken items
• Monitor incoming electronic service requests
• Replace toner for company printers as needed
• Reclaim and process equipment from terminated employees
• Perform all other assigned tasks and requirements as needed

Our Ideal Candidate Has:

• Bachelor's degree or equivalent experience
• Technical support experience preferred
• Previous experience providing exceptional customer service
• Ability to maintain a high level of confidentiality
• Ability to adhere to all established procedures, policies, and safety rules as outlined by the Company
• Ability to work 40 hours per week; some overtime may be required

You Should Be Able To:

• Ability to communicate effectively with technical and non-technical users while maintaining a professional demeanor
• Knowledge of commonly-used concepts, practices, and procedures within technical support
• Perform a variety of complicated tasks at once
• Must have a working knowledge of computers and all applicable software; including but not limited to: Microsoft Office Suite, Laptops, Desktops, Phones, Apple products, and network cabling
• Must be able to work independently or as a team
• Clear and direct written and verbal communication skills
• Ability to follow through projects to completion
• Must have a high level of patience
• Work is generally sedentary in nature but may require standing and walking up to 30% of the time
• Ability to work at a computer station and view a computer screen for extended periods of time
• Ability to occasionally squat, crawl, climb, push, pull, kneel, bend, stand, walk, perform manual dexterity, and work in confined quarters
• Ability to frequently lift up to 25 lbs. and occasionally lift 25-50 lbs.

Certificates/Licenses:

• Comp TIA A certification required within 90 days of employment
• Comp TIA Network certification required within one year of employment
• Comp TIA Security certification preferred