Deskside Technician I

Details:

PROXIMITY SUPPORT TECHNICIAN

• Key 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