Sr. Deskside Technician

Sr. Deskside Technician – Stefanini North America and APAC

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The primary responsibility of the Technical Services Support Analyst is to provide technical support and oversight of a luxury brand's Premier Retail Landmark location. This includes the delivery of new technologies in partnership with outside partners to support organization growth, as well as support of existing technology unique to the location. The analyst will also be responsible for providing support service delivery which includes incident, problem, and change management to facilitate project and support initiatives.

The technology covered is broad; however, the analyst will focus on support of Point of Sale and Automated inventory solutions. The candidate needs to have a solid technical background and must be able to quickly adapt to new environments and technologies through collaboration with regional IT teams as well as local operations. The role will drive internal autonomy for support of these technologies, and therefore the individual must have technical writing experience.

This role demands onsite availability 5 days a week; shift schedules may include weekend support, including a Tuesday thru Saturday until 9 pm during the holiday season. Due to the nature of responsibilities, working outside of normal business hours and on weekends may be required to support project related activities as well as beyond peak period support.

• Manage the delivery and support of infrastructure technology, including lifecycle management programs related to the delivery of:
  • Cegid Point of Sale systems
  • Endpoint technology including PC, MAC, mobile devices (iOS and Android), printers, telephones
  • Software delivery and maintenance
  (35%)
• Provide support for the automated vertical lift module responsible for inventory management:
  • Provide technical hands‑on support in conjunction with remote support vendors.
  • Develop detailed operational guides and work instructions with a strong focus on internalizing support.
  • Perform routine status checks and reporting on a daily and weekly basis to internal clients.
  (35%)
• Fulfill hardware requests:
  The support role will be expected to physically complete the work below or manage the deployment directly with the vendor:
  • PC/Laptop workstations, printers
  • POS & payment devices
  (10%)
• Identify gaps with processes and knowledge‑base articles. Partner with IT and operations in developing documentation for future reference and problem avoidance as well as coordinate training events with new and existing employees alongside the retail excellence team. (10%)
• Effectively manage relationships with all business units – IT internal and external partners. Proactively follow up with clients to ensure incidents are brought to resolution within the agreed SLA. (10%)

• 4‑6+ years experience in IT support & service delivery function
• Experience with Windows 10, Windows 11, Apple iOS, and Office 365 tools
• Experience with Active Directory and User/Endpoint Management Administration
• Excellent interpersonal, written and oral communication skills, with focus on attention to detail
• Experience with command line (e.g., Power Shell)
• Experience with automated systems
• Ability to build and maintain business partnerships
• Ability to approach technical challenges from a business perspective
• Ability to multi‑task and manage time well
• Superior verbal and written communication skills
• Ability to establish technical credibility with customers, peers, and engineers
• Strong analytical and problem‑solving skills

• Bachelor’s degree in IT or equivalent certifications
• Experience with software management and distribution
• Experience with video conference and collaboration technologies
• Experience with Cisco/Meraki switching, wireless
• IP addressing (subnetting and assignment)
• PLC – awareness of general PLC operation, experience is desired
• HMI panels – awareness of operation, experience is desired

Mid‑Senior level

Full‑time

Information Technology

IT Services and IT Consulting

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Location:

New York, NY

Salary: $80,000.00 - $