Deskside Technician I

Stefanini North America and APAC; Miami (NM); Hybrid; USD 50,000 - 75,000; Full time

Job summary

Stefanini North America and APAC seeks an IT Proximity Support Technician to provide in-person and remote support for mobile devices, laptops, desktops, and peripherals. You will handle iPhone/iPad activations, MDM enrollment, and carrier coordination for wireless deployments while supporting Apple and Windows devices with Microsoft Office.

You will manage onsite IT assets across stores, CP facilities, and corporate offices, perform lifecycle management, and maintain printers, POS systems, and

Qualifications

• Pursuing or holding a degree in IT, Computer Science, Computer Engineering, or related field
• Experience with networks and TCP/IP protocols
• Strong experience with Windows and macOS operating systems
• Familiarity with ITSM (ServiceNow) and remote support tools

Responsibilities

• Provide professional in-person and remote technical support for mobile devices, laptops, desktops, and peripherals
• Execute iPhone/iPad activations, MDM enrollment, and carrier coordination for wireless deployments
• Support Apple devices and Windows OS with Microsoft Office
• Deliver hardware/software troubleshooting and break-fix services per luxury retail standards
• Manage onsite IT assets across stores, distribution centers, and offices
• Maintain POS systems, displays, scanners, and handheld devices
• Perform lifecycle management of endpoints including imaging and upgrades
• Document activities in incident, request, and asset management systems

Skills

End-User Support

Device Management

Windows OS

macOS

Microsoft Office

Carrier Coordination

Education

Information Technology degree (in progress or completed)

Tools

ServiceNow

MDM

Remote Support Tools

Asset Management Systems

Job description

• Provide professional in-person and remote technical support for mobile devices (smartphones, tablets), laptops, desktops, and peripheral equipment
• Execute iPhone/iPad activations, Mobile Device Management (MDM) enrollment, and carrier coordination for wireless deployments
• Support Apple devices (iPhones, iPads, MACs) and Windows operating systems with Microsoft Office suite
• Deliver hardware/software troubleshooting and break-fix services consistent with luxury retail brand standards
• Infrastructure & Equipment Support
• Manage onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices
• Support diverse printer ecosystem including HP LaserJet, Zebra printers, retail printers (RFID/Epson), and general office printers
• Set up and support videoconferencing equipment (Zoom) and audio/video systems (e.g., 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
• Lifecycle & Asset Management
• Perform complete lifecycle management of endpoints including imaging, provisioning, configuration, upgrades, and decommissioning
• Conduct IT asset inventory control and management with complete audit trails
• Provision, track, and maintain loaner/temporary equipment inventory for business continuity
• Maintain asset hygiene standards including lifecycle tracking, disposal protocols, and regional compliance requirements
• Perform basic hardware maintenance (Intel, Mac)
• Project Support & Documentation
• Support new store openings and sites like warehouse or manufacture, renovations, relocations, and closures including technology setup/teardown and cutover coordination
• Participate in small-scale IT projects such as new software/hardware deployments or system updates under supervision
• Document all activities accurately in incident, request, and asset management systems
• Create and update technical documentation and knowledge base articles
• Contribute to knowledge management systems by documenting solutions, creating how-to guides, and reporting recurring issues
• Manage and control IT incidents and service requests, ensuring timely resolution and adherence to Service Level Agreements (SLAs)
• Conduct scheduled and ad-hoc site visits to provide proactive support and assess IS&T health
• Conduct basic monitoring of systems and infrastructure, reporting anomalies to senior team members
• Coordinate effectively with third-party vendors, OEMs, and internal support groups (network, security, applications)
• Business Partnership & Escalation
• Partner with business stakeholders to identify technology pain points and elevate systemic issues through proper channels
• Translate business needs into technical solutions or route requests to appropriate specialized teams
• Demonstrate service-excellence mindset and effective conflict resolution skills

Details:

PROXIMITY SUPPORT TECHNICIAN

• Key Responsibilities
  • End-User Support & Device Management
    • Provide professional in-person and remote technical support for mobile devices (smartphones, tablets), laptops, desktops, and peripheral equipment
    • Execute iPhone/iPad activations, Mobile Device Management (MDM) enrollment, and carrier coordination for wireless deployments
    • Support Apple devices (iPhones, iPads, MACs) and Windows operating systems with Microsoft Office suite
    • Deliver hardware/software troubleshooting and break-fix services consistent with luxury retail brand standards
  • Infrastructure & Equipment Support
    • Manage onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices
    • Support diverse printer ecosystem including HP LaserJet, Zebra printers, retail printers (RFID/Epson), and general office printers
    • Set up and support videoconferencing equipment (Zoom) and audio/video systems (e.g., 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
  • Lifecycle & Asset Management
    • Perform complete lifecycle management of endpoints including imaging, provisioning, configuration, upgrades, and decommissioning
    • Conduct IT asset inventory control and management with complete audit trails
    • Provision, track, and maintain loaner/temporary equipment inventory for business continuity
    • Maintain asset hygiene standards including lifecycle tracking, disposal protocols, and regional compliance requirements
    • Perform basic hardware maintenance (Intel, Mac)
  • Project Support & Documentation
    • Support new store openings and sites like warehouse or manufacture, renovations, relocations, and closures including technology setup/teardown and cutover coordination
    • Participate in small-scale IT projects such as new software/hardware deployments or system updates under supervision
    • Document all activities accurately in incident, request, and asset management systems
    • Create and update technical documentation and knowledge base articles
    • Contribute to knowledge management systems by documenting solutions, creating how-to guides, and reporting recurring issues
  • Incident & Service Management
    • Manage and control IT incidents and service requests, ensuring timely resolution and adherence to Service Level Agreements (SLAs)
    • Conduct scheduled and ad-hoc site visits to provide proactive support and assess IS&T health
    • Conduct basic monitoring of systems and infrastructure, reporting anomalies to senior team members
    • Coordinate effectively with third-party vendors, OEMs, and internal support groups (network, security, applications)
  • Business Partnership & Escalation
    • Partner with business stakeholders to identify technology pain points and elevate systemic issues through proper channels
    • Translate business needs into technical solutions or route requests to appropriate specialized teams
    • Demonstrate service-excellence mindset and effective conflict resolution skills

Job Requirements

• Required Qualifications & Skills
  • Education & Experience
    • Currently pursuing or holding a degree in Information Technology, Computer Science, Computer Engineering, or related field
    • Experience with networks and TCP/IP protocols
    • Strong experience and knowledge of Operating Systems (Windows and macOS)
  • Technical Competencies
    • Familiarity with ITSM (ServiceNow) and remote support tools
    • Proficiency with Mobile Device Management platforms
    • Understanding of asset management systems and lifecycle processes
• Professional Skills
  • Excellent verbal and written communication skills with intermediate to advanced English language proficiency (Option for Spanish or Portuguese based on the location)
  • Demonstrated ability to work effectively in a team environment
  • Aptitude for conflict resolution and managing pressure effectively
  • Proactive attitude and strong desire for continuous learning and professional development
  • Service-excellence mindset appropriate for luxury retail environments
  • CompTIA A+ or equivalent
  • Availability for travel
  • Valid driver's license and full ability to drive