Sr. IT Deskside Support Technician

The Senior IT Deskside Support Technician serves as the primary technical escalation point within the deskside support team, providing advanced Tier 2/3 support for hardware, software, connectivity, and endpoint management issues across corporate offices, retail store locations, and distribution centers. This role requires deep technical expertise, strong ownership of endpoint lifecycle processes, and the ability to mentor junior technicians while driving continuous improvement across IT support operations., Technical Support & Escalation

• Serve as the primary Tier 2/3 escalation point for complex hardware, software, and connectivity issues unresolved at the Tier 1 level.
• Troubleshoot and resolve advanced issues involving desktops, laptops, mobile devices, printers, and peripherals in a timely manner with full ticket documentation.
• Diagnose and resolve complex network connectivity, VPN, and wireless issues in collaboration with the network team.
• Lead system imaging, OS deployment, and endpoint migration projects (e.g., Windows 10 to Windows 11 rollouts).
• Manage and troubleshoot enterprise printer fleet (Lexmark CX725/CX735 and others) including firmware updates, connectivity, and supply coordination.

Endpoint Engineering & MDM

• Administer the enterprise MDM platform (Microsoft Intune / Workspace ONE) including device enrollment, configuration profiles, compliance policies, and application deployment.
• Manage a mixed-device fleet of iPhones, iPads, iPod touches, and Zebra Android scanners across 383+ retail locations.
• Support and contribute to the ongoing Workspace ONE to Microsoft Intune migration initiative.
• Maintain endpoint security standards including patch currency, EDR/AV compliance, device encryption, and Conditional Access enforcement.
• Build and maintain Autopilot/enrollment automation workflows to streamline device provisioning.

Maintenance & Administration

• Maintain accurate asset records in the ITAM platform (Lansweeper or equivalent); ensure inventory is audit-ready across all device categories.
• Perform routine maintenance, patching, and updates on workstations and endpoints per established schedules.
• Set up and configure new employee workstations, mobile devices, and peripherals; support office moves, adds, and changes (MAC).
• Install and configure audiovisual and conference room equipment.
• Ensure compliance with IT security policies, PCI-DSS requirements, and internal endpoint standards.

Customer Service & Communication

• Provide courteous, professional on-site and remote support to corporate, store, and warehouse users.
• Communicate technical concepts clearly to non-technical end users and business stakeholders.
• Train end users on software applications, devices, and IT best practices.
• Follow up with users to confirm full issue resolution and satisfaction.

Mentorship & Knowledge Management

• Mentor and provide day-to-day technical guidance to junior deskside support technicians.
• Develop and maintain knowledge base articles, runbooks, and SOPs for recurring support processes and endpoint procedures.
• Review and quality-check ticket resolutions submitted by junior technicians.
• Identify recurring issues and proactively recommend systemic fixes or automation to reduce ticket volume.
• Ability to create base images / templates for colleagues to leverage.

Special Projects

• Lead or co-lead technology rollouts including store hardware refreshes, MDM migrations, and OS upgrade deployments.
• Support integration of new systems and vendor technologies as directed.
• Document processes, create user guides, and contribute to IT operations knowledge transfer initiatives.

Do you have a valid Driver’s License license?, Do you have experience in Vendor relationship building?, Do you have a Bachelor’s degree?, * Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent combination of education and experience.

• 5+ years of progressive experience in deskside, field, or endpoint support roles, preferably in a retail or multi-site environment.
• Demonstrated hands-on experience with Windows 10/11, Microsoft 365, and enterprise endpoint management platforms.
• Prior experience in a lead or senior technician role with a track record of technical escalation ownership.

CERTIFICATIONS (Preferred)

• CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate (MD-102) or equivalent
• Microsoft Certified: Endpoint Administrator
• ITIL Foundation, * Excellent written and verbal communication skills; ability to clearly articulate technical concepts to non-technical audiences.
• Strong problem-solving and analytical abilities with a structured troubleshooting approach.
• Ability to work independently, prioritize competing tasks, and manage time effectively in a fast-paced environment.
• Demonstrated patience, professionalism, and positive interpersonal skills when supporting users at all levels.
• Ability to work under pressure during critical incidents or peak business hours.
• English/Spanish bilingual strongly preferred given multi-banner store demographics.

COMPUTER/PC SKILLS

• Expert-level troubleshooting skills for hardware, software, and connectivity issues.
• Deep knowledge of Windows 10/11 administration, imaging, and deployment (SCCM/MDT/Autopilot).
• Proficiency with Microsoft Intune and/or VMware Workspace ONE (device enrollment, policy management, app deployment).
• Experience managing iOS/iPadOS and Android (Zebra) devices in an enterprise MDM environment.
• Solid understanding of Active Directory, Azure AD / Entra ID, DNS, and DHCP.
• Working knowledge of networking fundamentals: TCP/IP, VLANs, Wi-Fi, and basic firewall/proxy concepts.
• Proficiency with enterprise ITSM/ticketing platforms; SymphonyAI Summit experience highly desirable.
• Familiarity with Zscaler, Okta, and CyberArk (preferred).
• Experience with enterprise printer fleet management (Lexmark or equivalent).
• Mac OS familiarity preferred.

SKILLS & COMPETENCIES

• Senior-level technical depth with a strong bias for ownership and follow-through.
• Proven ability to mentor junior technicians and elevate team capability.
• Skilled at developing documentation, runbooks, and knowledge base content.
• Comfortable navigating vendor relationships for hardware repair, warranty, and escalation.
• Physical ability to lift and move equipment up to 50 lbs.
• Valid driver’s license required; must have reliable transportation for multi-site travel.
• Flexibility to work occasional evenings or weekends for maintenance windows or deployments.

• May require standing, walking, and working in active store and warehouse settings.
• Occasional after-hours or weekend availability required for critical maintenance windows or incident response.

COMPENSATION: The starting salary for this position is $80,000.00. The actual starting pay will be determined by a number of qualifications; including, experience and relevant skills.