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 support IT equipment in large corporate environments.

Responsibilities

• Supporting IT equipment in a large corporate environment
• Desktop/laptop tech support (Mac and PC)
• Support for 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
• Research and follow appropriate KB articles
• Work on-call and other after-hours support needs
• Provide Executive support
• Support at other client locations as needed
• Perform various other tasks associated with deskside services

Requirements

• +1 years corporate deskside support or equivalent experience
• Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers, and PC hardware
• Excellent troubleshooting capability
• Ability to maintain composure while handling challenging, dynamic, rapid-response user support
• Experience with Microsoft Office / Office 365 suite
• Experience with computer imaging software and data migration processes (e.g., SCCM, Intune)
• Experience with endpoint protection and encryption (Bitlocker) support
• Familiarity with using remote desktop support tools
• High School Diploma or equivalent (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
• Maintain valid driver’s license
• Ability to walk, bend, stand for prolonged periods of time, and lift equipment up to 50 pounds
• Maintain neat and professional work area and appearance in compliance with site policies
• Ability to pass standard panel drug screening and background check
• Demonstrate high level of professionalism and strong personal interaction skills
• Adhere to assigned shift schedule

Qualifications

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