Deskside Technician I

About Stefanini

Stefanini is a full‑service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises worldwide. The company employs over 25,000 professionals across 77 offices in 40 countries spanning the Americas, Europe, Africa, Australia, and Asia.

Responsibilities

• Troubleshoot and repair hardware issues, including urgent break/fix replacements in accordance with Knowledge Base Articles and work instructions.
• Perform preventative maintenance and lifecycle management of hardware.
• Troubleshoot hardware issues on end‑user devices.
• Utilize ServiceNow for ticket creation, queue management, and follow‑up.
• Escalate tickets that cannot be resolved to the appropriate desktop support team or third‑party vendor.
• Provide critical project support involving hardware and high‑touch user experiences.
• Conduct comprehensive site hardware asset inventories and maintain consumable device counts.
• Manage spare‑part and loaner pools.
• Support IMACR/D (Install, Move, Add, Change, Remove/Dispose) requests.
• Engage OEMs for warranty repairs, track status, and escort OEM technicians onsite when needed.
• Assist clients with physical support for incidents related to network, datacenter, and other activities as requested.
• Work on child tickets assigned by Level 2/3 client‑provided technical staff.
• Deploy and image Windows and macOS equipment, manage Active Directory, and stage PCs.
• Manage equipment inventory and lifecycle, including migration of end‑user data, moving in‑scope IT equipment, and coordinating disposal.
• Facilitate third‑party vendor onsite presence for lifecycle management.

Requirements

• Knowledge of multiple hardware manufacturers and operating systems (Windows and macOS).
• Excellent troubleshooting capability.
• Ability to work both independently and as part of a team.
• Strong communication skills for technical audiences, both verbal and written.
• Self‑direction with the ability to complete assignments without supervision.
• Proficiency in searching internal and external sources for support information.
• Customer‑oriented attitude.
• Willingness and ability to travel locally and in‑state to support other sites, if applicable.
• Valid driver’s license and proof of auto insurance when travel is required.
• Attendance and schedule adherence are mandatory.
• Physical ability to perform continuous walking, bending, and lifting of equipment up to 50 lb, and to engage in labor‑related duties of connecting computer equipment.
• Minimum of 1 year experience with corporate desk‑side support, emphasizing Windows and macOS environments, hardware troubleshooting/replacement, Active Directory, imaging, equipment deployment, inventory management, data migration, and coordination of third‑party vendor onsite presence.

Benefits

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

Why We’re Different

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