IT Deskside Support Technician

The IT Deskside Support Technician provides Tier 1/2 technical support to end users across corporate offices, retail store locations, and distribution centers within a 383+ location multi-banner retail environment. This role resolves hardware, software, and connectivity issues, maintains endpoint and mobile device standards, and delivers exceptional customer service to ensure minimal business downtime.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned or required.

Technical Support

• Respond to support tickets and requests in a timely manner
• Troubleshoot and resolve desktop, laptop, printer, and peripheral issues
• Install, configure, and upgrade hardware and software
• Diagnose and repair network connectivity problems
• Support mobile devices (smartphones, tablets) and associated applications
• Perform system imaging, deployments, and migrations
• Execute password resets and account access issues

Maintenance & Administration

• Maintain inventory of IT equipment and assets
• Perform routine maintenance and updates on workstations
• Set up new employee workstations and equipment
• Support office moves, adds, and changes (MAC)
• Install and configure audiovisual equipment for conference rooms
• Document technical issues and resolutions in ticketing system
• Ensure compliance with IT security policies and procedures

Customer Service

• Provide courteous, professional on-site support to users
• Explain technical concepts in non-technical terms
• Train users on software applications and IT best practices
• Escalate complex issues to appropriate teams when necessary
• Follow up with users to ensure complete issue resolution

Special Projects

• Assist with technology rollouts and upgrades
• Support integration of new systems
• Document processes and create user guides

Do you have experience in Customer communication?, Do you have a Associate’s degree?, * Associate’s degree in Computer Science, IT, or related field (or equivalent experience)

• 1-3 years of experience in desktop support or help desk role
• Hands-on experience with Windows 10/11 and Microsoft Office 365

CERTIFICATIONS (PREFERRED)

• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator
• ITIL Foundation

LANGUAGE SKILLS:

• Excellent customer service and communication skills
• Ability to explain technical issues in non-technical terms
• Strong problem-solving abilities
• Ability to work independently and prioritize tasks
• Patience with non-technical users
• Ability to work under pressure during peak business hours
• Highly organized and able to multitask
• English/Spanish bilingual strongly preferred given multi-banner store demographics
• Positive attitude and excellent interpersonal skills

COMPUTER/PC SKILLS

• Strong troubleshooting skills for hardware and software
• Strong knowledge of Windows operating systems
• Familiarity with Mac OS (preferred)
• Understanding of Active Directory, DNS, DHCP
• Basic networking knowledge (TCP/IP, WiFi troubleshooting)
• Experience with remote support tools
• Familiarity with enterprise MDM platforms; Microsoft Intune and/or VMware Workspace ONE experience strongly preferred (device enrollment, compliance policies, app deployment)
• Proficiency with ticketing systems (desirable Summit AI)
• Familiarity with security and identity tools desirable: Zscaler, Okta, CyberArk, SentinelOne (EDR/AV)

COMPENSATION: The starting rate for this position is $28.84 per hour. The actual starting pay will be determined by a number of qualifications; including, experience and relevant skills.