Sr. IT Deskside Support Technician

SUMMARY

The Senior IT Deskside Support Technician serves as the primary technical escalation point within the deskside support team, providing advanced Tier 2/3 support for hardware, software, connectivity, and endpoint management issues across corporate offices, retail store locations, and distribution centers. This role requires deep technical expertise, strong ownership of endpoint lifecycle processes, and the ability to mentor junior technicians while driving continuous improvement across IT support operations.

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

Technical Support & Escalation

• Serve as the primary Tier 2/3 escalation point for complex hardware, software, and connectivity issues unresolved at the Tier 1 level.
• Troubleshoot and resolve advanced issues involving desktops, laptops, mobile devices, printers, and peripherals in a timely manner with full ticket documentation.
• Diagnose and resolve complex network connectivity, VPN, and wireless issues in collaboration with the network team.
• Lead system imaging, OS deployment, and endpoint migration projects (e.g., Windows 10 to Windows 11 rollouts).
• Manage and troubleshoot enterprise printer fleet (Lexmark CX725/CX735 and others) including firmware updates, connectivity, and supply coordination.

Endpoint Engineering & MDM

• Administer the enterprise MDM platform (Microsoft Intune / Workspace ONE) including device enrollment, configuration profiles, compliance policies, and application deployment.
• Manage a mixed-device fleet of iPhones, iPads, iPod touches, and Zebra Android scanners across 383+ retail locations.
• Support and contribute to the ongoing Workspace ONE to Microsoft Intune migration initiative.
• Maintain endpoint security standards including patch currency, EDR/AV compliance, device encryption, and Conditional Access enforcement.
• Build and maintain Autopilot/enrollment automation workflows to streamline device provisioning.

Maintenance & Administration

• Maintain accurate asset records in the ITAM platform (Lansweeper or equivalent); ensure inventory is audit-ready across all device categories.
• Perform routine maintenance, patching, and updates on workstations and endpoints per established schedules.
• Set up and configure new employee workstations, mobile devices, and peripherals; support office moves, adds, and changes (MAC).
• Install and configure audiovisual and conference room equipment.
• Ensure compliance with IT security policies, PCI-DSS requirements, and internal endpoint standards.

Customer Service & Communication

• Provide courteous, professional on-site and remote support to corporate, store, and warehouse users.
• Communicate technical concepts clearly to non-technical end users and business stakeholders.
• Train end users on software applications, devices, and IT best practices.
• Follow up with users to confirm full issue resolution and satisfaction.

Mentorship & Knowledge Management

• Mentor and provide day-to-day technical guidance to junior deskside support technicians.
• Develop and maintain knowledge base articles, runbooks, and SOPs for recurring support processes and endpoint procedures.
• Review and quality-check ticket resolutions submitted by junior technicians.
• Identify recurring issues and proactively recommend systemic fixes or automation to reduce ticket volume.
• Ability to create base images / templates for colleagues to leverage.

Special Projects

• Lead or co-lead technology rollouts including store hardware refreshes, MDM migrations, and OS upgrade deployments.
• Support integration of new systems and vendor technologies as directed.
• Document processes, create user guides, and contribute to IT operations knowledge transfer initiatives.