Deskside Technician I

Stefanini Group•Miami, FL

About The Position

The Deskside Technician I provides professional in-person and remote technical support for end-user devices and IT services across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices. The role supports Apple and Windows devices, mobile-device deployments, printers, point-of-sale equipment, videoconferencing systems, and basic network troubleshooting, while delivering service consistent with luxury retail brand standards. The technician manages endpoint and IT-asset lifecycles, including imaging, provisioning, configuration, upgrades, inventory control, loaner equipment, and decommissioning. The role also supports site openings, renovations, relocations, and closures; contributes to supervised IT projects; documents work and technical knowledge; and manages incidents and service requests in line with service-level agreements. The position includes site visits, coordination with vendors and internal teams, and escalation of systemic issues to appropriate channels.

Requirements

Currently pursuing or holding a degree in Information Technology, Computer Science, Computer Engineering, or a related field.
Experience with networks and TCP/IP protocols.
Strong experience and knowledge of Windows and macOS operating systems.
Familiarity with ITSM (ServiceNow) and remote support tools.
Proficiency with mobile device management platforms.
Understanding of asset-management systems and lifecycle processes.
Excellent verbal and written communication skills and intermediate-to-advanced English proficiency.
Ability to work effectively in a team environment.
Aptitude for conflict resolution and managing pressure effectively.
Proactive attitude and desire for continuous learning and professional development.
Service-excellence mindset suitable for luxury retail environments.
CompTIA A+ certification or equivalent.
Availability to travel.
Valid driver's license and full ability to drive.

Nice To Haves

Spanish or Portuguese language skills, depending on location.

Responsibilities

Provide in-person and remote technical support for smartphones, tablets, laptops, desktops, and peripherals.
Activate iPhones and iPads, enroll devices in mobile device management (MDM), and coordinate with carriers for wireless deployments.
Support Apple devices and Windows operating systems, including Microsoft Office.
Troubleshoot and repair hardware and software in accordance with luxury retail brand standards.
Manage onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices.
Set up and support HP LaserJet, Zebra, RFID, Epson, and general office printers.
Set up and support Zoom videoconferencing equipment and audio/video systems such as Carlipa.
Perform initial troubleshooting and first-level support for network connectivity and equipment, including reboots.
Maintain point-of-sale systems, displays, scanners, input devices, and handheld devices.
Manage endpoint lifecycles, including imaging, provisioning, configuration, upgrades, and decommissioning.
Maintain IT-asset inventory and audit trails, loaner-equipment inventory, lifecycle tracking, disposal protocols, and regional compliance.
Perform basic hardware maintenance for Intel and Mac systems.
Support technology setup, teardown, and cutover coordination for new stores and other site openings, renovations, relocations, and closures.
Participate under supervision in small-scale IT projects, including software and hardware deployments and system updates.
Accurately document activities in incident, request, and asset-management systems; create and update technical documentation and knowledge-base articles.
Document solutions, create how-to guides, and report recurring issues to support knowledge management.
Manage and control incidents and service requests, ensuring timely resolution and adherence to SLAs.
Conduct scheduled and ad-hoc site visits to provide proactive support and assess IS&T health.
Perform basic monitoring of systems and infrastructure and report anomalies to senior team members.
Coordinate with third-party vendors, OEMs, and internal network, security, and applications support groups.
Partner with business stakeholders to identify technology pain points and escalate systemic issues through appropriate channels.
Translate business needs into technical solutions or route requests to specialized teams.
Provide service-oriented support and resolve conflicts effectively.