SR DESKTOP ENGINEER

Sr. IT Desktop Engineer

This position is Hybrid working 3 days in Texas Support Center currently located in Denton, TX - relocating to Plano (Legacy West area) in late Fall 2025. 

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

This role provides advanced technical support for computer hardware, software, and related systems, often serving as a point of escalation for complex issues. This role troubleshoots and resolves a wide range of technical problems, manages desktop environments, and contributes to the development and implementation of IT solutions.

Responsibilities

• Advanced Troubleshooting: Diagnosing and resolving complex hardware and software issues, including network connectivity, operating systems, and application problems. 
• Desktop Management: Leading the deployment, configuration, and maintenance of desktop systems, including hardware and software installations. 
• Problem Resolution: Analyzing and resolving technical problems, minimizing user downtime, and ensuring a positive end-user experience. 
• System Maintenance: Performing routine maintenance tasks, such as system updates, patching, and security configuration. 
• Project Involvement: Participating in projects related to system upgrades, migrations, and desktop virtualization. 
• Documentation: Creating and maintaining technical documentation, user guides, and knowledge base articles. 
• Asset Management: Managing IT assets, including hardware and software inventory, ensuring compliance with licensing and security policies. 

Knowledge, skills & abilities requirements

• Bachelor’s degree, preferably in IT or other relevant disciplines. 
• Minimum of 3 years of working on a Help Desk or Desktop Support as a Senior Technician.
•  Minimum of 3 years of demonstrated success within a large organization.
• Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of telephony. 
• Strong knowledge of computer hardware, operating systems (Windows, macOS, etc.), software applications, networking, and security protocols
• Hands-on experience with Mac systems and Jamf for device management and configuration.
• Strong customer service orientation, good written and oral communication skills 
• Keen attention to details with strategic and holistic mindset, self-motivated and directed.
• Working knowledge of managing tickets, follow up actions and close issues. 
• Ability to work in a fast-paced and changing environment, manage user expectations and potential risks.

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!

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