Deskside Technician II

Who we are

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

What will you do?

• Supporting IT equipment in large corporate environments
• Desktop/laptop tech support (Mac and PC)
• Windows 7/10 operating systems
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment install/move/add/change
• 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
• Smart Hands support with networking, server, and telecommunications technologies
• Printer and peripheral device support
• Inventory management of IT assets including asset auditing
• Able to research and follow appropriate KB articles
• Able to work on-call and other after-hours support needs
• May provide Executive support
• May need to be available to provide support at other client locations as needed
• Other duties as assigned

Experience

• Supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, 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
• Ability and 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 & Job Skills

• High school diploma or equivalent required. Typically requires a minimum of 2 years of related experience.
• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Ability to work in a team environment as well as independently.
• Ability to communicate technical information - technical audiences.
• Excellent verbal and written communication skills.
• Ability to complete assignments with no supervision.
• Ability to search internally/externally for support information.
• Customer-oriented attitude.
• Ability to travel locally and in-state to support other sites, if applicable.
• Valid driver's license and proof of auto insurance, if travel is required.
• Attendance and schedule adherence are requirements of this position.
• This position includes continuous walking, bending, and lifting equipment, sometimes up to 50 pounds, and engaging in labor-related duties of connecting computer equipment.
• Knows and applies fundamental concepts, practices, and procedures of a particular field of specialization.
• May develop advanced skills using tools and equipment appropriate for the position or specialization.
• Using established procedures and working under immediate supervision, performs assigned tasks.
• Work is routine, and instructions are usually detailed.
• Resolves routine questions and problems, and refers more complex issues to higher levels.

Details

Position performing client-site servicing, repair, and/or installation of company product(s). This job may include any aspect of product field support, including system hardware and software, and systems networking.

Developed knowledge and skills through formal training and considerable work experience. Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from the accepted practice. Attendance and schedule adherence are requirements of this position.

Job Responsibilities

• Providing hardware/software support services to on-site clients, including break/fix.
• Implementing virus detection and eradication procedures.
• Diagnostics end-user system failures and implementing repair solutions.
• Diagnostics printer and other peripheral device failures and implementing repair solutions.
• Troubleshooting network devices to ensure connectivity from the PC to the Network.
• Providing installation and upgrading services for hardware and software.
• Configuration and troubleshooting of phones and other mobile devices, tablets, and PDAs.
• Setup and troubleshooting audio/video equipment such as projectors and video conference equipment.

Qualifications & Job Skills

• High school diploma or equivalent required. Typically requires a minimum of 2 years of related experience.
• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Ability to work in a team environment as well as independently.
• Ability to communicate technical information - technical audiences.
• Excellent verbal and written communication skills.
• Ability to complete assignments with no supervision.
• Ability to search internally/externally for support information.
• Customer-oriented attitude.
• Ability to travel locally and in-state to support other sites, if applicable.
• Valid driver's license and proof of auto insurance, if travel is required.
• Attendance and schedule adherence are requirements of this position.
• This position includes continuous walking, bending, and lifting equipment, sometimes up to 50 pounds, and engaging in labor-related duties of connecting computer equipment.
• Knows and applies fundamental concepts, practices, and procedures of a particular field of specialization.
• May develop advanced skills using tools and equipment appropriate for the position or specialization.
• Using established procedures and working under immediate supervision, performs assigned tasks.
• Work is routine, and instructions are usually detailed.
• Resolves routine questions and problems, and refers more complex issues to higher levels.