Enterprise Device Support Analyst
About The Position
We are seeking an Enterprise Device Support Analyst to join our Technology Support team, ensuring seamless management and administration of enterprise devices across 247 stores, two distribution centers, and the corporate office in Alameda, California. This role specializes in enterprise device administration, including but not limited to: Spectralink 95 series phones Zebra ET40s, TC52s, MC9300 Zebra ZQ630 printers HP wireless and wired printers Lexmark printers Microsoft Windows and Apple MacOS laptops/desktops Sample house and Creative Studio Devices Partnering with vendors and managed service providers across the above Other devices as identified and added to EDM team This position provides technical expertise, troubleshooting, and device lifecycle management while maintaining security compliance and system optimization across a diverse technology ecosystem. Additionally, this role supports training and staying current with new Android versions and emerging technologies.
Requirements
- Bachelor’s degree in Engineering, Information Technology, or related field.
- Minimum 2+ years of experience in IT support, enterprise device administration, or service desk engineering.
- Strong understanding of enterprise systems, including networking, cloud services, and endpoint security.
- Proficiency in Microsoft 365 applications and administration.
- Familiarity with Android/iOS device configuration and MDM integration.
- Basic networking expertise: TCP/IP, LAN/WAN, DHCP, DNS, routing, wireless networks.
- Experience troubleshooting printers, POS systems, desktops/laptops, and mobile devices.
- Excellent customer service, mentorship, and communication skills.
Nice To Haves
- Preferred Certifications: ITIL, CompTIA A+, Network+, Security+, Microsoft certifications.
Responsibilities
- Manage and maintain enterprise devices across stores, distribution centers, and corporate offices.
- Provide Level II support for escalated incidents and request fulfillment, ensuring timely resolution for field and home office associates.
- Monitor, troubleshoot, and optimize device connectivity, network performance, and system integrations.
- Proactively respond to Level 1 & Level 2 tickets, incidents, and continuous improvement projects.
- Partner with network engineering for advanced troubleshooting and infrastructure enhancements.
- Lead hardware/software configuration, security compliance, patching, and monitoring.
- Contribute to automation and workflow optimization through scripting (PowerShell, Python).
- Ensure proper administration of Active Directory, Office 365, Azure Intune, Exchange Online, and SharePoint.
- Support mobile device management (MDM) solutions and Android/iOS troubleshooting.
- Assist with vendor escalations and collaborate with third-party technology providers.
- Participate in 24/7 on-call rotations for critical support needs.
- Document and maintain runbooks, knowledge base articles, user guides, and troubleshooting procedures.
- Other duties as assigned
Benefits
- 401(k) retirement savings plan after three (3) months of service.
- Medical, Dental, Vision, Prescription Drug, Life Insurance, Flexible Spending, Commuter Benefits and Employee Assistance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
