Sr. Deskside Technician

Stefanini Group•New York, NY

11d•Onsite

About The Position

The primary responsibility of the Technical Services Support Analyst is to provide technical support and oversight of a luxury brand's Premier Retail Landmark location. This includes the delivery of new technologies in partnership with outside partners to support organization growth, as well as support of existing technology unique to the location. The analyst will also be responsible for providing support service delivery which includes incident, problem, and change management to facilitate project and support initiatives. The technology covered is broad, however the analyst will focus on support of Point of Sale and Automated inventory solutions therefore the candidate needs to have a solid technical background and must be able to quickly adapt to new environments and technologies through collaboration with regional IT teams as well as local operations. The role will drive internal autonomy for support of these technologies, and therefore the individual must have technical writing experience. This role demands onsite availability 5 days a week, and shift schedules may include weekend support, including a Tuesday thru Saturday until 9pm during the holiday season. Due to the nature of responsibilities, working outside of normal business hours and on weekends may be required to support project related activities as well as beyond peak period support.

Requirements

4-6+ years experience in IT support & service delivery function
Experience with Windows 10, Windows 11, Apple iOS, and Office 365 Tools.
Experience with Active Directory and User\Endpoint Management Administration
Excellent interpersonal, written and oral communication skills, with focus on attention to detail
Experience with command line (i.e. powershell)
Experience with Automated systems
Ability to build and maintain business partnerships
Ability to approach technical challenges from a business perspective
Ability to multi-task and manage time well.
Superior verbal and written communication skills
Ability to establish technical credibility with customers, peers, and Engineers.
Strong analytical and problem solving skills

Nice To Haves

Bachelors degree in IT or equivalent certifications
Experience with Software Management and Distribution
Experience with Video Conference and Collaboration technologies.
Experience with Cisco/Meraki Switching, Wireless IP addressing (Subnetting and assignment)
PLC - Awareness of general PLC operation, experience is desired
HMI Panels - Awareness of operation, experience is desired

Responsibilities

Manage the delivery and support of Infrastructure technology including lifecycle management programs related to but not limited to the delivery of: Cegid Point of Sale systems Endpoint Technology including PC, MAC, Mobile Devices (iOS and Android), Printers, Telephones Software delivery and maintenance This includes New Technologies, Applications, and Processes
Provide Support the Automated Vertical Lift Module responsible for inventory management Provide technical hands-on support in conjunction with remote support vendors. Develop detailed operational guides and work instruction with a strong focus on internalizing support. Perform routine status checks and reporting on daily and weekly basis to internal clients
Responsible to fulfill hardware requests, the support role will be expected to physically complete the work below or manage the deployment directly with the vendor: PC\Laptop workstations\printers POS & payment devices
Responsible for identifying gaps with processes and knowledgebase articles. Partner with IT and Operations in development of documentation for future reference and problem avoidance as well as coordinate training events with for new and existing employees alongside retail excellence team.
Effectively manage relationships with all business units IT internal and external partners. Proactivity follow up with clients to ensure incidents are brought to resolution within the agreed SLA.

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