Desktop Support Technician

The Desktop Engineer – Store Support is responsible for providing end‑to‑end technical assistance to retail store locations, ensuring seamless operation of desktops, POS systems, printers, network devices, and store‑specific applications. This role involves remote troubleshooting, onsite support coordination, incident management, and proactive maintenance to reduce store downtime and enhance end‑user experience.

Key Responsibilities

1. End‑User Support

• Provide L1/L2 support to store employees for desktops, laptops, POS terminals, tablets, printers, scanners, and handheld devices.
• Troubleshoot hardware/software issues via remote tools or phone support.
• Assist with OS login, domain issues, password resets, and application errors.

2. Store IT Operations

• Ensure all store systems (POS, billing systems, kiosks, RFID scanners, CCTV monitoring, etc.) function smoothly.
• Monitor store IT health dashboards and act on alerts.
• Perform system patching, updates, and routine maintenance.

3. Incident & Service Management

• Log, track, and resolve tickets using ITSM tools (ServiceNow, Remedy, Jira, etc.).
• Meet defined SLAs for incident resolution and service requests.
• Escalate high-severity issues to L3 or vendor teams when needed.

4. Hardware & Software Management

• Install, configure, and troubleshoot Windows/Mac systems and store applications.
• Replace faulty peripherals (keyboards, mice, barcode scanners, receipt printers, etc.).
• Support software deployment, antivirus updates, imaging, and device provisioning.

5. Network & Connectivity Support

• Troubleshoot LAN/Wi-Fi issues at store locations.
• Support basic network device checks (routers, switches, access points).
• Coordinate with the network team/vendor for outages or equipment failures.

6. Vendor & Onsite Coordination

• Work with field technicians and OEM partners for hardware repair and replacement.
• Verify onsite fix quality and ensure systems are fully functional before closure.

7. Documentation

• Maintain technical documentation, knowledgebase articles, and SOPs.
• Update inventory of store IT assets (desktops, scanners, printers, etc.).

Required Skills & Qualifications

Technical Skills

• Strong knowledge of Windows OS, Active Directory, Office 365, and remote support tools (TeamViewer, SCCM, Intune, Bomgar).
• Hands‑on experience with POS systems, store hardware, and peripherals.
• Understanding of TCP/IP, DHCP, DNS, Wi-Fi troubleshooting.
• Basic knowledge of imaging tools (SCCM, MDT, Intune Autopilot).

Soft Skills

• Excellent communication and customer service.
• Ability to work under pressure during store peak hours.
• Strong problem‑solving and multitasking ability.