The posting
Job Description
Desktop Engineer
This is a Hybrid Position working from our Legacy West Support Center located in Plano, Texas
“The Company does not provide visa sponsorship for this position. Applicants must be currently authorized to work in the U.S.”
About Sally Beauty Holdings, Inc.
At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.
About the role
The Desktop Support Engineer provides Tier 2 and Tier 3 support for desktops, laptops, mobile devices, printers, peripherals, conference room technology, and other endpoints. The role installs, configures, troubleshoots, repairs, replaces, images, and deploys devices while supporting remote and onsite users.
The engineer also administers endpoint management activities, including software deployment, operating system upgrades, patching, compliance, asset records, and device lifecycle management. The role partners with Infrastructure, Security, Networking, and Application teams to maintain a secure, standardized computing environment and minimize business disruption.
Key Responsibilities
End-User and Desktop Support
- Provide Tier 2 and Tier 3 support for Windows desktops and laptops, tablets, mobile devices, printers, peripherals, docking stations, monitors, and conference room technology.
- Diagnose and resolve hardware, software, operating system, network connectivity, VPN, Microsoft 365, and business application issues.
- Install, configure, image, deploy, upgrade, repair, and replace endpoint devices and hardware components.
- Configure user profiles, printers, Microsoft Office, Teams, Outlook, VPN, and multifactor authentication devices.
- Support remote and onsite users with professional communication and a focus on timely resolution and user experience.
- Perform periodic boardroom technology checks and maintain devices in clean, working condition.
- Use approved AI capabilities, where appropriate, to improve support efficiency and the user experience.
Endpoint Management and Deployment
- Deploy operating systems, applications, updates, and security patches through Microsoft Configuration Manager (SCCM/MECM) and Microsoft Intune.
- Create and maintain task sequences, application packages, device collections, configuration profiles, compliance policies, and security baselines.
- Configure and support Windows Autopilot for device provisioning.
- Monitor deployment results, troubleshoot failed installations, and resolve endpoint management issues.
- Support operating system upgrades, hardware refreshes, endpoint enrollment, provisioning, retirement, and decommissioning.
- Maintain software inventory, compliance reporting, hardware inventory, and asset records.
Incident, Request, and Account Administration
- Resolve incidents and service requests within established service level agreements using ITSM platforms such as ServiceNow or Jira.
- Document troubleshooting steps, resolutions, standard operating procedures, and knowledge base content.
- Escalate complex issues to the appropriate technical team and collaborate through resolution.
- Support Active Directory and Microsoft Entra ID user and computer accounts, permissions, groups, Microsoft 365 licensing, and identity-related requests.
Required Qualifications
- Associate degree, bachelor’s degree, or equivalent work experience.
- Three or more years of enterprise desktop support experience.
- Experience supporting Windows 10 and Windows 11 in an enterprise environment.
- Experience with Microsoft Configuration Manager (SCCM/MECM), Microsoft Intune, Windows Autopilot, Active Directory, Microsoft Entra ID, and Microsoft 365.
- Working knowledge of TCP/IP, DNS, DHCP, VPN connectivity, Group Policy, remote support tools, BIOS and firmware management, imaging, deployment, and hardware diagnostics.
- Experience supporting printers, peripheral devices, and mobile endpoints.
- Familiarity with macOS laptops.
- Strong troubleshooting, analytical, documentation, customer service, communication, prioritization, collaboration, time management, and attention to detail skills.
Preferred Qualifications
- Microsoft Certified: Endpoint Administrator Associate (MD-102), Microsoft 365 certification, or CompTIA A+ certification.
- Experience with Dell and HP enterprise hardware.
- Experience supporting Apple iOS and Android devices.
- Knowledge of VMware or virtual desktop infrastructure (VDI).
Competencies & attributes
- Passionate Learner – inquisitive about the business; open to feedback and coaching, applies learning quickly; applies learning to improve processes and procedures, proactively shares learning with colleagues and leaders; realigning and reshaping projects
- Flexible & Agile Adapter – responsive and open to change; works well with ambiguity; adapts to new plans or directions; keeps calm under pressure; perseveres to achieve the plan/task; doesn’t dwell on the past
- Talent Builder – considers how we can create an inclusive culture; encourages input from others; invests time as an informal/formal coach or buddy; works to build a diverse team with the right skills and knowledge; looks for ways to acknowledge, motivate, and value the team
- Effective Communicator – articulates in an appropriate and accurate manner; emotionally astute while remaining authentic to own style/self; encourages others to express views and opinions; demonstrates active listening and uses probing questions; is concise and relevant with data/info
- Team Builder – references the importance of teamwork and actively demonstrates collaboration and sharing; builds and/or participates in effective teams; values the importance of inclusion and various sources of thought/input; humble when operating within a team
- Customer Focused Partner – understands internal and external customer needs; contributes to plans and actions to improve the associate and customer journey/experience; holds self and team accountable for improving the customer experience; is an advocate for the customer
- Strategic Thinker – progressive thinking with the ability to bring new ideas to life; works with others to develop progressive and cost-effective strategies; provides suggestions to improve upon continuous improvement and scalability within department; uses a broad range of data sources
- Big Picture Thinker – understands own department and how other key departments operate; adopts an inclusive approach; seeks feedback reviews progress, and adapts plans as needed; understands interdependencies with other departments
- Results Driver – effective at driving and delivering on plans; holds self and team accountable to high standard of delivery; suggests opportunities for innovation and continuous improvement; focuses on the right priorities and uses resources/time wisely; demonstrates grit and determination
- Problem Solver & Decision Maker – able to consume department/operational data to identify business; identifies, gathers, and examines the relevant information; makes recommendations and takes action to solve challenges, considers importance/impact of decisions against relevant factors
Working conditions & physical requirements
This will be a hybrid role required to be onsite at the Corporate office on specified days. The work environment generally involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.
The work is sedentary; however, occasional travel to company locations may be required. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; using a keyboard, driving an automobile, etc. No special physical demands are required to perform the work.
Benefits
We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability.
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