Deskside Technician I

Responsibilities

• End-User Support & Device Management
  • Provide professional in-person and remote technical support for mobile devices (smartphones, tablets), laptops, desktops, and peripheral equipment
  • Execute iPhone/iPad activations, Mobile Device Management (MDM) enrollment, and carrier coordination for wireless deployments
  • Support Apple devices (iPhones, iPads, Macs) and Windows operating systems with Microsoft Office suite
  • Deliver hardware/software troubleshooting and break-fix services consistent with luxury retail brand standards
• Infrastructure & Equipment Support
  • Manage onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices
  • Support diverse printer ecosystem including HP LaserJet, Zebra printers, retail printers (RFID/Epson), and general office printers
  • Set up and support videoconferencing equipment (Zoom) and audio/video systems (e.g., Carlipa)
  • Perform initial troubleshooting and first-level support for network infrastructure, including connectivity issues and equipment reboots
  • Maintain point-of-sale systems, displays, scanners, input devices and handheld devices
• Lifecycle & Asset Management
  • Perform complete lifecycle management of endpoints including imaging, provisioning, configuration, upgrades, and decommissioning
  • Conduct IT asset inventory control and management with complete audit trails
  • Provision, track, and maintain loaner/temporary equipment inventory for business continuity
  • Maintain asset hygiene standards including lifecycle tracking, disposal protocols, and regional compliance requirements
  • Perform basic hardware maintenance (Intel, Mac)
• Project Support & Documentation
  • Support new store openings and sites like warehouse or manufacture, renovations, relocations, and closures including technology setup/teardown and cutover coordination
  • Participate in small-scale IT projects such as new software/hardware deployments or system updates under supervision
  • Document all activities accurately in incident, request, and asset management systems
  • Create and update technical documentation and knowledge base articles
  • Contribute to knowledge management systems by documenting solutions, creating how-to guides, and reporting recurring issues
• Incident & Service Management
  • Manage and control IT incidents and service requests, ensuring timely resolution and adherence to Service Level Agreements (SLAs)
  • Conduct scheduled and ad-hoc site visits to provide proactive support and assess IS&T health
  • Conduct basic monitoring of systems and infrastructure, reporting anomalies to senior team members
  • Coordinate effectively with third-party vendors, OEMs, and internal support groups (network, security, applications)
• Business Partnership & Escalation
  • Partner with business stakeholders to identify technology pain points and escalate systemic issues through proper channels
  • Translate business needs into technical solutions or route requests to appropriate specialized teams
  • Demonstrate service-excellence mindset and effective conflict resolution skills

Requirements

Education & Experience

• Currently pursuing or holding a degree in Information Technology, Computer Science, Computer Engineering, or related field
• Experience with networks and TCP/IP protocols
• Strong experience and knowledge of Operating Systems (Windows and macOS)

Technical Competencies

• Familiarity with ITSM (ServiceNow) and remote support tools
• Proficiency with Mobile Device Management platforms
• Understanding of asset management systems and lifecycle processes

Professional Skills

• Excellent verbal and written communication skills with intermediate to advanced English language proficiency (option for Spanish or Portuguese based on location)
• Demonstrated ability to work effectively in a team environment
• Aptitude for conflict resolution and managing pressure effectively
• Proactive attitude and strong desire for continuous learning and professional development
• Service-excellence mindset appropriate for luxury retail environments
• CompTIA A+ or equivalent
• Availability for travel
• Valid driver's license and full ability to drive