Deskside Technician II

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 support in the Americas, Europe, Africa, Australia, and Asia.

Responsibilities

• Support IT equipment in a large corporate environment
• Provide desktop/laptop tech support for Mac and PC
• Support Windows 10/11 operating systems
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• Perform IMAC (Install/Move/Add/Change) support for IT equipment
• Maintain repairs, spare parts, and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through the client's ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows devices
• Backup, restoration, and migration of user data
• Provide Smart Hands support with networking, server, and telecommunications technologies
• Support printers and peripheral devices
• Manage inventory of IT assets, including asset auditing
• Research and follow appropriate KB articles
• Work on-call and provide after-hours support as needed
• Provide Executive support
• Support other client locations as required
• Perform various other tasks associated with deskside services
• Other duties as assigned

Requirements

• Experience supporting Mac OS, Windows OS, Microsoft Office, smartphones, AV conferencing systems, printers, and PC hardware
• Able to uphold a positive attitude at all times, even under stressful conditions
• Experience supporting remote facilities and users
• Excellent verbal and written communication skills
• High level of professionalism and strong personal interaction skills
• Ability to perform in-depth research and troubleshooting for complex technical issues
• Ability to prioritize and complete all work tasks with minimal supervision
• Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
• Willingness to learn new technologies
• High School Diploma (required)
• Deskside/Desktop/End User Computer experience, ideally in a corporate environment
• Proven ability to handle challenging, rapid-response user support
• Proven ability to balance, prioritize, and organize multiple tasks

Qualifications

• A+ Certification (desired)
• Microsoft Certified Professional (MCP) (desired)
• ITIL Foundations (desired)

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 training
• Work with brilliant minds in a global capacity

About us

• Brazilian and privately owned company
• Agility, flexibility, and innovation are in our DNA
• Flat organizational structure enabling faster communication and decision-making