Deskside Technician II

Stefanini Group•Irwindale, CA

8d•Onsite

About The Position

Stefanini is a global provider of IT services, including application development, outsourcing, infrastructure support, systems integration, consulting, and staffing. The Deskside Technician II provides proximity support for a luxury retail environment across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices. The role delivers in-person and remote technical support for end-user devices, operating systems, peripherals, printers, videoconferencing equipment, point-of-sale systems, and related infrastructure. It also manages endpoint and asset lifecycles, supports site changes and IT projects, documents work, manages incidents and requests, and partners with business stakeholders and other support teams.

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 platforms such as 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.
Intermediate to advanced English language 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 appropriate for luxury retail environments.
CompTIA A+ certification or equivalent.
Availability for travel.
Valid driver's license and full ability to drive.

Nice To Haves

Spanish or Portuguese language proficiency, depending on location.

Responsibilities

Provide professional in-person and remote technical support for smartphones, tablets, laptops, desktops, and peripheral equipment.
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 with Microsoft Office.
Troubleshoot hardware and software and provide break-fix services consistent 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, retail (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 infrastructure, including connectivity issues and equipment reboots.
Maintain point-of-sale systems, displays, scanners, input devices, and handheld devices.
Manage endpoint lifecycles, including imaging, provisioning, configuration, upgrades, and decommissioning.
Conduct IT asset inventory control and management with complete audit trails.
Provision, track, and maintain loaner and temporary equipment inventory.
Maintain asset hygiene, lifecycle tracking, disposal protocols, and regional compliance requirements.
Perform basic hardware maintenance for Intel and Mac equipment.
Support new site openings, renovations, relocations, and closures, including technology setup and teardown and cutover coordination.
Participate under supervision in small-scale IT projects, such as software or hardware deployments and system updates.
Accurately document activities in incident, request, and asset management systems.
Create and update technical documentation and knowledge base articles, including how-to guides and recurring issue reports.
Manage and control IT 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.
Demonstrate service excellence and effective conflict resolution.