Deskside Technician I

About the role

Stefanini is a full-service global provider of offshore, onshore, and nearshore IT services, including application development, IT infrastructure outsourcing, systems integration, consulting, and strategic staffing to Fortune 1000 enterprises. With over 25,000 employees across 77 offices in 40 countries, we deliver technical support and IT solutions worldwide.

Responsibilities

• Provide in-person and remote technical support for desktops, laptops, printers, monitors, docking stations, Apple iPhones, Cisco VoIP phones, and other peripherals.
• Perform workstation builds, imaging, operating system and software installations, and system refreshes using approved images, tools, and checklists.
• Diagnose and resolve hardware and software issues, including operating systems, standard business applications, email, VPN, and network connectivity.
• Install, replace, and configure hardware components, peripherals, Cisco VoIP phones, and related equipment.
• Troubleshoot and repair printers, network devices, Cisco VoIP phones, and other peripheral equipment.
• Troubleshoot network connectivity between workstations and the corporate network.
• Perform basic account administration, including password resets, account unlocks, and other documented Active Directory tasks.
• Support user onboarding and offboarding, including equipment setup, data transfers, device collection, and secure device processing.
• Perform virus detection, malware remediation, and other standard endpoint security procedures.
• Ensure devices are properly patched, encrypted, protected by antivirus, and compliant with security requirements.
• Maintain accurate inventory records for laptops, desktops, Apple iPhones, Cisco VoIP phones, peripherals, accessories, spare equipment, and parts.
• Track hardware throughout the entire lifecycle, including receiving, staging, deployment, repair, return, and retirement.
• Update asset and equipment records in inventory and ticketing systems.
• Monitor inventory levels and report low-stock, damaged, or faulty equipment.
• Perform basic cable management and office technology setup.
• Follow established IT procedures, security standards, and documentation requirements.
• Provide clear and professional communication to end-users regarding issues, status, and next steps.
• Deliver a high level of customer service and maintain a professional, customer-focused approach.

Requirements

• 1-2+ years of corporate desk-side, field, depot, or hardware support experience, with strong experience supporting Windows 10 and Windows 11.
• Experience troubleshooting, repairing, and replacing hardware components on Lenovo PCs and Windows/Apple devices.
• Experience using Active Directory for basic account and user administration.
• Experience supporting Microsoft 365 applications, including Microsoft Teams, Microsoft Outlook, and SharePoint.
• Experience troubleshooting basic wired and wireless network connectivity issues, including workstation-to-network connectivity and VoIP devices.
• Experience supporting VPN connectivity.
• Experience providing basic hardware support for printers and other common IT peripherals.
• Familiarity with endpoint security tools and technologies, including Microsoft Defender, antivirus/virus scanning tools, BitLocker, SCCM, and RDP.
• CompTIA certifications, such as A+, Network+, or Security+, are strongly preferred.
• Working knowledge of Windows 10 and Windows 11 operating systems and Apple environments, including Apple iPhones.
• Experience performing workstation builds, device imaging, operating system installations, and system refreshes.
• Basic experience with Active Directory, including user lookups, password resets, account unlocks, and device checks.
• Working knowledge of Microsoft 365 applications, including Outlook on the Web (OWA) and Office applications.
• Familiarity with enterprise IT management and support tools such as ticketing systems and asset management systems.
• Ability to follow established procedures for device deployment, security, inventory management, onboarding, offboarding, and equipment lifecycle management.
• Strong troubleshooting, problem-solving, and analytical skills.
• Strong customer service and communication skills, with the ability to explain technical issues and solutions clearly to end-users.
• Ability to work independently, prioritize tasks, manage multiple support requests, and meet established service-level expectations.
• Ability to maintain accurate documentation, ticket records, asset information, and other required IT records.

Benefits

• Comprehensive benefits package including 401(k), paid time off, tuition reimbursement, medical, dental, and vision insurance.
• Opportunity to participate in professional development eLearning programs within Stefanini University and other virtual trainings.
• Work with brilliant minds in a global capacity.

About us

• Brazilian and privately owned company with agility, flexibility, and innovation in its DNA.
• Flat organizational structure enabling faster communication and decision-making.