IT Deskside Support Technician

IT Deskside Support Technician

Store Support Center

We are searching for an experienced IT Deskside Support Technician for our Store Support Center located at 600 Citadel Drive, Commerce, CA, 90040.
SUMMARY
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

• Respondto 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
• Supportmobile devices (smartphones, tablets) and associated applications
• Performsystem imaging, deployments, and migrations
• Executepassword resets and account access issues

Maintenance &Administration

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

Customer Service

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

Special Projects

• Assist with technologyrollouts and upgrades
• Support integration of new systems
• Document processes andcreate user guides

EDUCATION and/or EXPERIENCE

• Associate's degree in Computer Science, IT, orrelated field (or equivalent experience)
• 1-3 years of experience in desktop support or helpdesk role
• Hands-on experience with Windows 10/11 and Microsoft Office 365

CERTIFICATIONS (PREFERRED)

• CompTIAA+
• Microsoft Certified:
  Modern Desktop Administrator
• ITILFoundation

LANGUAGE SKILLS:

• Excellent customer service and communication skills
• Abilityto explain technical issues in non-technical terms
• Strong problem-solving abilities
• Abilityto work independently and prioritize tasks
• Patiencewith non-technical users
• Abilityto 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, Cyber Ark, Sentinel One (EDR/AV)

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

Our company provides equal employment opportunities (EEO) toall employees and applicants for employment without regard to race, color,religion, sex, national origin, age, disability, or genetics.