IT Deskside Support Technician

Summary: El Super is a multi-banner retail environment seeking an experienced IT Deskside Support Technician for their Store Support Center. This role provides Tier 1/2 technical support to end users, resolving hardware, software, and connectivity issues while maintaining high standards of customer service. Responsibilities: - 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 - 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 - 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 - Assist with technology rollouts and upgrades - Support integration of new systems - Document processes and create user guides Required Qualifications: - Associate's degree in Computer Science, IT, or related field (or equivalent experience) - 1-3 years of experience in desktop support or help desk role - Hands-on experience with Windows 10/11 and Microsoft Office 365 - Excellent customer service and communication skills - Ability to explain technical issues in non-technical terms - Strong problem-solving abilities - Ability to work independently and prioritize tasks - Patience with non-technical users - Ability to work under pressure during peak business hours - Highly organized and able to multitask - Positive attitude and excellent interpersonal skills - Strong troubleshooting skills for hardware and software - Strong knowledge of Windows operating systems - Understanding of Active Directory, DNS, DHCP - Basic networking knowledge (TCP/IP, WiFi troubleshooting) - Experience with remote support tools - Proficiency with ticketing systems (desirable Summit AI) Preferred Qualifications: - CompTIA A+ - Microsoft Certified: Modern Desktop Administrator - ITIL Foundation - Familiarity with Mac OS - English/Spanish bilingual strongly preferred given multi-banner store demographics - Familiarity with enterprise MDM platforms; Microsoft Intune and/or VMware Workspace ONE experience strongly preferred (device enrollment, compliance policies, app deployment) - Familiarity with security and identity tools desirable: Zscaler, Okta, CyberArk, SentinelOne (EDR/AV) Required Skills: Windows 10, Windows 11, Microsoft Office 365, CompTIA A+, Microsoft Certified Modern Desktop Administrator, ITIL Foundation, Mac OS, Active Directory, DNS, DHCP, TCP/IP, WiFi Troubleshooting, Remote Support Tools, Microsoft Intune, VMware Workspace ONE, Ticketing Systems, Zscaler, Okta, CyberArk, SentinelOne