Help Desk Support

**WHAT ON EARTH IS DECIEM?** Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder and CEO, Nicola Kilner. We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us **WHAT WE’RE LOOKING FOR** We are looking for a **Help Desk Analyst** to join our IT Team located in our awesome **Liberty Village Headquarters**. This is a **permanent full time hybrid role** (2-days in-office and 3-days remote). **WHAT YOU’D BE DOING IN THIS ROLE** - Provides Tier 3 help desk responsibilities, Serve as escalation point for Level 1 and Level 2 support teams - Work on the configuration, deployment and troubleshooting of workstations, phones (Mobile and Desktop) operating systems, printers, performance monitoring/tuning and decommissioning retired hardware and software - Conducts root cause analysis to identify and resolve underlying problems, preventing recurring incidents - Manage incidents, service requests and escalations IT Service Management Tool - Follows-up on outstanding incidents and escalations to ensure timely and effective resolution - Adheres to defined IT Service Management processes (change, incident, problem, and service request) and operates within defined service levels - Responsible for IT Asset management including hardware and software - Responsible for procuring IT hardware and software to meet end-user needs and maintain adequate inventory levels **SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE** - Experience supporting both onsite and remote users and managing Active Directory accounts, groups, OUs, GPOs etc. - Demonstrated proficiency with creating and managing desktop images - Minimum of 4 years of related experience or equivalent knowledge proficiency in desktop support role - Certification in CompTIA Network+, ITIL ,etc. is an asset **WHAT YOU’LL BE GAINING BY JOINING OUR TEAM** There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order - Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more. - 6 months of paid time off for new parents (inclusive of all genders). - Work from anywhere 4 weeks per year. - A hybrid work model (for applicable roles). - Summer Friday’s - get off at 1pm all summer long (for applicable roles). - A dog-friendly office (and lots of cute dogs to play with). - Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more. - Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning. - A generous discount on DECIEM products for you, your family, and your friends. **BUILDING GROWTH TO POWER GOOD** We are a People first company that lives by our core values to - Do the right thing - Create impact - Respect small things - ❤️ Care too much - Be the future These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing **SUSTAINABILITY AND SOCIAL IMPACT** DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth. Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation. In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events. **CREATING A HUMAN WORLD OF BEAUTY** DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, "Belonging is the Destination, Change is the Journey". DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recru