IT Deskside Support Technician

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 Respond to 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 Support mobile devices (smartphones, tablets) and associated applications Perform system imaging, deployments, and migrations Execute password resets and account access issues Maintenance Administration Maintain inventory of IT equipment and assets Perform routine maintenance and updates on workstations Set up new employee workstations and equipment Support office moves, adds, and changes (MAC) Install and configure audiovisual equipment for conference rooms Document technical issues and resolutions in ticketing system Ensure compliance with IT security policies and procedures Customer Service Provide courteous, professional on-site support to users Explain technical concepts in non-technical terms Train users on software applications and IT best practices Escalate complex issues to appropriate teams when necessary Follow up with users to ensure complete issue resolution Special Projects Assist with technology rollouts and upgrades Support integration of new systems Document processes and create user guides