Analyst, Desktop Support

About Us
Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company’s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.

The Analyst, Desktop Support is responsible for supporting and maintaining the company’s computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and software to ensure optimal workstation performance. The analyst will troubleshoot issues through both in-person and remote support, delivering timely and accurate solutions in Asia.

• Incident Management: Create, update, and resolve work orders using a ticketing system.
• On-Site Support: Act as on-site support to collaborate with the Asia Service Desk and the US Infrastructure and Network Teams for troubleshooting issues and assisting with new equipment installations.
• Service Desk Advocacy: Collaborate with the Asia Service Desk (SD) and the Remote Desktop Support (RDS) team to promote using the Service Desk.
• Asset Management: Tag, track, and control computer hardware, software, and peripherals.
• IT Procurement Support: Assist in obtaining quotes from vendors, driving down expenditure and work with the finance department to submit purchase orders for the Asia region
• Create Documentation: Develop knowledge base articles and documentation outlining solutions to user issues.
• Collaboration with US IT Teams: Work closely with corporate IT teams in the U.S. to provide assistance and ensure seamless operations across departments in Asia.
• Corporate Standards Development: Assist in developing corporate standards for desktop software and hardware, conducting reviews to ensure compliance.\
• Research and Technology Integration: Research tools and processes, identify, test, and propose new technologies to streamline operations.
• Third-Party Integration: Collaborate with third-party companies to integrate systems, applications, and hardware for new products or upgrades.
• Orientation for New Hires: Conduct orientation sessions on access rights, system permissions, and essential protocols for new employees.
• Miscellaneous Support Functions: Perform or assist with miscellaneous departmental administrative tasks, support functions, or projects as needed, such as new openings, upgrades, and extended hours coverage.

Additional Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 3 years of experience in IT helpdesk support
• Experience in supporting and coordinating Wintel server and Microsoft O365 application suite functionality.
• Expert in desktop/laptop hardware (Mac and PC) and operating systems (Mac and Windows).
• Proficient in troubleshooting VPN issues and supporting mobile devices (iPhones and Androids).
• Experience with network multi-function printers and remote support tools (SCCM or JAMF).
• Experience in hardware and software installation, configuration, maintenance, and troubleshooting
• Knowledge of Adobe Creative Cloud, SAP, and PLM.
• ITIL v3, Microsoft, or Apple certifications are a plus
• Strong communication, customer service, and organizational skills.
• Excellent organizational skills with an emphasis on detail and follow-through
• Ability to effectively deliver services in a high-volume, team-oriented environment
• Proficient in English, with excellent communication and interpersonal skills.
• Willingness to travel to different office locations as required.

Competency Requirements ((if applicable))
Behavioral Competencies:

• Decision Making
• Communication
• Collaboration
• Conflict Management and Problem Solving
• Driving Execution
• Adaptable and flexible
• Be transparent
• Think positive
• Self-driven

Language Proficiency:
Fluent in: English, Mandarin and Cantonese

Specific Working Conditions
Frequency of Travel: As required.

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Centric Brands is an Equal Opportunity Employer.