Job Summary:

The Deskside Support Technician is responsible for providing advanced technical support for Windows and Macintosh desktops and laptops, ensuring reliable endpoint computing services for internal users. This role troubleshoots and resolves hardware, software, and connectivity issues from the network drop to the end-user device, excluding security patching and update management.

Key Duties and Responsibilities:

• Provide front-line and Tier 2 technical support for Windows and macOS desktops and laptops, resolving hardware, software, and connectivity issues.
• Deliver in-person deskside support to internal users, diagnosing and resolving technical problems quickly to minimize downtime.
• Provide mobile device support for smartphones and tablets (iOS and Android), including setup, configuration, troubleshooting, and connectivity issues.
• Deliver White Glove support for senior leaders and executives, ensuring priority response, proactive assistance, and a high-touch support experience.
• Troubleshoot and support VPN connectivity, remote access issues, and secure access to corporate resources.
• Support Microsoft 365 (O365) applications including Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.
• Perform network troubleshooting from the network drop to the endpoint device, including LAN connectivity, Wi-Fi issues, and basic network diagnostics.
• Install, configure, and maintain desktops, laptops, peripherals, and endpoint devices, including monitors, docking stations, printers, and accessories.
• Assist with new hire onboarding and equipment provisioning, including device setup, account configuration, and workspace readiness.
• Maintain accurate incident documentation and ticket updates within the IT Service Management system while following SLA targets.
• Escalate complex issues to engineering or specialized IT teams when required, ensuring proper handoff and follow-up.
• Provide excellent customer service, clear communication, and technical guidance to end users.
• Support software installation, configuration, and troubleshooting for approved enterprise applications.
• Participate in device lifecycle activities including imaging, refresh programs, hardware replacement, and asset tracking.
• Contribute to knowledge base documentation and process improvements to enhance support efficiency.

Education and Experience:

Education: Bachelor’s Degree (4-Year Degree)

Relevant Experience: 4+ years

Management Experience: N/A

Certifications / Licenses:  CompTIA A+ Certification   Network+ Certification (or equivalent education and experience)

Special Knowledge and Skills:

• Proficiency with support software such as SharePoint, Microsoft 365 and other Microsoft applications as well as portfolio of software applications.
• ITIL, Cisco and Microsoft product certifications are a plus.
• OS and software deployment experience.
• JAMF and Intune experience

Exceptionally strong analytical and problem-solving abilities.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative For Hiring.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.

For a general description of all benefits 7-Eleven is offering in Canada for the position, please visit this link.