IT Desktop Support Analyst

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

IT Desktop Support Analyst

Technology| New York, NY

Reports to: Manager, IT Support

Role Overview

The Level 2 IT Desktop Support Analyst will be a critical member of our IT team, responsible for delivering comprehensive on-site technical support to Richemont's corporate office in Manhattan, NY. This role may also include regular, scheduled visits to our luxury retail boutiques in NY. The specialist will ensure efficient incident management, escalation, and resolution, maintaining high standards of service across both corporate and retail environments. This position requires a proactive individual with strong technical acumen and exceptional customer service skills.

Responsibilities

• Provide expert Level 2 technical support, diagnosing and resolving complex hardware, software, and network issues for corporate and retail users, ensuring minimal disruption to business operations.
• Manage the full lifecycle of IT incidents and service requests through ServiceNow, ensuring adherence to established Service Level Agreements (SLAs) and maintaining accurate documentation.
• Perform installation, configuration, and maintenance of IT hardware and software components, including workstations, mobile devices, printers and IT peripherals, across retail and office locations.
• Actively contributes to the creation, update, and maintenance of IT knowledge base articles and documentation, fostering a culture of continuous improvement and knowledge sharing within the IT teams.
• Ensure rigorous IT compliance and meticulous asset management practices are followed, utilizing ServiceNow and other designated internal systems.
• Participate in and provide hands-on support for various retail and corporate IT projects, such as system installations, software rollouts, and infrastructure migrations, which may occasionally require after-hours and weekend availability.
• Monitor and ensure the health and compliance of IT security measures, including regular review of Tanium reports, Anti-Virus software, VPN (Zscaler), and Encryption (BitLocker) statuses.
• Deliver comprehensive Audio/Visual (AV) support for Polycom/Teams conference rooms and efficiently manage ad-hoc AV requests.
• Coordinate and schedule external vendors for specialized hardware repairs, installations, and other IT services.
• Collaborate effectively with all L3 IT teams including the Network/Connectivity team, serving as on-site support for network troubleshooting and infrastructure maintenance in both corporate and retail settings.
• Stay abreast of emerging technological developments, industry best practices, and Richemont's evolving IT landscape to continuously enhance support capabilities.

Qualifications

• Minimum of 3-5 years of progressive experience in an IT technical or desktop support role, preferably within a corporate and/or luxury retail environment.
• Foundational understanding of networking concepts and infrastructure, including TCP/IP, DNS, DHCP, and familiarity with Cisco devices.
• Proficiency in supporting and troubleshooting Windows 10/11, macOS, and iOSoperating systems.
• Demonstrated expertise in Microsoft Office 365 applications and systems, including MS Intune, Azure, and Active Directory.
• Experience with ServiceNow for incident, problem, and change management.
• Strong organizational skills with a meticulous approach to digital documentation and hardware asset management.
• Exceptional written and verbal communication skills, with the ability to articulate technical information clearly to both technical and non-technical audiences, including executives and end-users.
• Excellent customer service orientation, problem-solving abilities, and logical thinking.
• Ability to work effectively both independently and as part of a collaborative team.
• Flexibility to provide occasional after-hours and weekend support as project requirements dictate.

We Offer – United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $95,000 – 105,000

Salary will be determined based on relevant skills and experience.

#Richemont #WeCraftTheFuture