David's Bridal · 7 hours ago
Senior Desktop Support Technician
King of Prussia, PA
Full-time
Hybrid
Senior Level
$26.53/hr - $31.96/hr
5+ years expDavid's Bridal is a leading bridal and special occasion authority transforming into an AI-enabled retail marketplace. They are seeking a Senior Desktop Support Technician to provide exceptional technical support to their corporate headquarters staff and retail store associates, ensuring reliable and efficient technology for their operations.
RetailFashionWedding
Responsibilities
Serve as a senior escalation point for complex technical issues, providing hands-on troubleshooting and resolution for hardware, software, and connectivity problems across Windows and macOS platforms
Deliver white-glove, in-person support to corporate headquarters employees, including executives, ensuring timely resolution and a positive support experience
Provide remote technical support to field employees, district managers, and retail store associates, troubleshooting issues via phone, chat, video, and remote desktop tools
Manage and prioritize support tickets in Jira Service Management, ensuring tickets are accurately documented, categorized, and resolved within established SLAs
Perform new hire onboarding and equipment provisioning, including laptop imaging, configuration, account setup, application installation, and orientation to IT systems and tools
Execute employee offboarding processes, including equipment retrieval, data backup, account deactivation, and hardware inventory reconciliation
Provide VIP and executive support, handling sensitive requests with discretion, urgency, and professionalism
Conduct deskside support at corporate headquarters, resolving issues in person and building strong relationships with end users across all departments
Deploy, configure, troubleshoot, and maintain Windows laptops, MacBooks, desktops, and workstations across the organization
Manage mobile devices including iPhones, iPads, and Android devices, handling provisioning, configuration, app deployment, and troubleshooting
Install, configure, and support printers, scanners, multi-function devices, and other peripherals for corporate and field users
Maintain accurate hardware inventory and asset tracking, ensuring all devices are properly tagged, documented, and accounted for throughout their lifecycle
Coordinate hardware procurement, receiving, and deployment in partnership with IT leadership and vendors
Perform hardware diagnostics, repairs, and warranty coordination, minimizing downtime and ensuring timely resolution of equipment failures
Manage conference room technology including displays, video conferencing equipment, and audio systems, ensuring meeting spaces are fully functional
Administer Microsoft Intune for Windows device enrollment, policy management, application deployment, compliance monitoring, and security configurations
Manage JAMF Pro for macOS and iOS device management, including device enrollment, configuration profiles, software deployment, and patch management
Develop and maintain standard operating system images and deployment workflows for Windows and macOS devices
Implement and enforce endpoint security policies including encryption (BitLocker, FileVault), antivirus/EDR, and device compliance settings
Monitor endpoint health and compliance dashboards, proactively identifying and remediating issues before they impact users
Create and maintain application packages for automated software deployment across managed devices
Manage OS patching and software update schedules, balancing security requirements with minimal disruption to end users
Provide expert-level support and administration for Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, and OneDrive
Support and troubleshoot Slack workspace issues, including channel management, app integrations, and user access
Assist users with Confluence and Jira, supporting knowledge management, project tracking, and workflow optimization
Troubleshoot email, calendar, and collaboration issues, including mailbox permissions, shared calendars, distribution lists, and email flow problems
Support single sign-on (SSO), multi-factor authentication (MFA), and identity-related issues in coordination with security and infrastructure teams
Train and guide end users on best practices for collaboration tools, helping drive adoption and productivity
Install, configure, and troubleshoot back-office business applications, working with application owners and vendors to resolve complex issues
Support retail and corporate business systems, coordinating with application teams to ensure end users can access and utilize critical tools
Troubleshoot application performance issues, connectivity problems, and integration errors, escalating to appropriate teams when necessary
Maintain documentation of application installation procedures, configurations, and known issues in Confluence
Assist with software license management and compliance, tracking installations and ensuring proper licensing
Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs) in Confluence to enable self-service and consistent support delivery
Identify recurring issues and drive root cause analysis, recommending and implementing permanent solutions to reduce ticket volume
Develop and refine IT support processes, workflows, and best practices to improve efficiency and user satisfaction
Mentor and provide guidance to MSP support staff, sharing knowledge and helping to elevate the team's capabilities
Contribute to IT projects and initiatives, including technology rollouts, office moves, and system upgrades
Track and report on support metrics, identifying trends and opportunities for improvement
Participate in change management processes, ensuring changes are properly tested, documented, and communicated
Qualification
Required
High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred
Minimum 5 years of progressive experience in desktop support, end-user computing, or IT service desk roles
Strong hands-on experience supporting both Windows 10/11 and macOS environments in an enterprise setting
Demonstrated expertise troubleshooting hardware issues including laptops, desktops, printers, mobile devices, and peripherals
Experience administering Microsoft Intune for Windows device management, including enrollment, policies, application deployment, and compliance
Experience administering JAMF Pro for macOS and iOS device management, including enrollment, configuration profiles, and software deployment
Proficiency with Microsoft 365 administration and support, including Outlook, Teams, SharePoint, OneDrive, and related services
Experience supporting collaboration platforms including Slack and Microsoft Teams
Working knowledge of Jira (or similar ticketing systems) and Confluence for ticket management and documentation
Strong understanding of Active Directory and Azure AD, including user account management, group policies, and permissions
Experience with remote support tools and techniques for troubleshooting issues with off-site users
Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and WiFi connectivity troubleshooting
Excellent customer service skills with a patient, professional, and positive demeanor when working with users of all technical levels
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences
Exceptional organizational skills with the ability to manage multiple priorities and work independently in a fast-paced environment
Ability to lift and move IT equipment (up to 50 lbs) as needed for hardware deployment and office setup
Preferred
Experience working in the retail industry, particularly supporting multi-location retail environments
Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified, Apple Certified Support Professional (ACSP), JAMF Certified Associate/Tech, or ITIL Foundation
Experience with endpoint detection and response (EDR) tools and security best practices
Familiarity with scripting or automation (PowerShell, Bash, or similar) to streamline repetitive tasks
Experience with IT asset management (ITAM) tools and processes
Knowledge of PCI-DSS compliance requirements as they relate to endpoint security
Previous experience in a startup or high-growth environment with rapidly evolving technology requirements
Benefits
Dental insurance
Health insurance
Vision insurance
Company
David's Bridal
David's Bridal is a bridal retailer offering a wide selection of wedding dresses, bridesmaid dresses, accessories, and in-store alterations.
5001-10000 employees
H1B Sponsorship
David's Bridal has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$70MKey Investors
CPP Investments
2021-05-03Debt Financing· $70M
2019-01-22Acquired
Leadership Team
Elina Vilk
President and Chief Business Officer
Recent News
Company data provided by crunchbase