IT Deskside Support TechnicianStore Support CenterWe are searching for an experienced
IT Deskside Support Technician for our StoreSupport Center located at 600 Citadel Drive, Commerce, CA, 90040.
SUMMARY The IT Deskside Support Technician providesTier 1/2 technical support to end users across corporate offices, retail storelocations, and distribution centers within a 383+ location multi-banner retailenvironment. This role resolves hardware, software, and connectivity issues,maintains endpoint and mobile device standards, and delivers exceptionalcustomer service to ensure minimal business downtime.
ESSENTIAL DUTIES ANDRESPONSIBILITIES include the following. Other duties may be assigned or required.Technical Support- Respondto support tickets and requests in a timely manner
- Troubleshootand resolve desktop, laptop, printer, and peripheral issues
- Install,configure, and upgrade hardware and software
- Diagnoseand repair network connectivity problems
- Supportmobile devices (smartphones, tablets) and associated applications
- Performsystem imaging, deployments, and migrations
- Executepassword resets and account access issues
Maintenance &Administration- Maintaininventory of IT equipment and assets
- Performroutine maintenance and updates on workstations
- Setup new employee workstations and equipment
- Supportoffice moves, adds, and changes (MAC)
- Installand configure audiovisual equipment for conference rooms
- Documenttechnical issues and resolutions in ticketing system
- Ensurecompliance with IT security policies and procedures
Customer Service- Providecourteous, professional on-site support to users
- Explaintechnical concepts in non-technical terms
- Trainusers on software applications and IT best practices
- Escalatecomplex issues to appropriate teams when necessary
- Followup with users to ensure complete issue resolution
Special Projects- Assist with technologyrollouts and upgrades
- Support integration of newsystems
- 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 withWindows 10/11 and Microsoft Office 365
CERTIFICATIONS (PREFERRED)- CompTIAA+
- MicrosoftCertified: Modern Desktop Administrator
- ITILFoundation
LANGUAGE SKILLS:- Excellentcustomer service and communication skills
- Abilityto explain technical issues in non-technical terms
- Strongproblem-solving abilities
- Abilityto work independently and prioritize tasks
- Patiencewith non-technical users
- Abilityto work under pressure during peak business hours
- Highlyorganized and able to multitask
- English/Spanishbilingual strongly preferred given multi-banner store demographics
- Positiveattitude 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, CyberArk, SentinelOne (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.