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 large corporate environments.

Responsibilities

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

Requirements

• Experience supporting Mac OS, Windows OS, Microsoft Office, smartphones, AV conferencing systems, printers, and PC hardware
• Ability to maintain a positive attitude under stressful conditions
• Experience supporting remote facilities and users
• Excellent verbal and written communication skills
• High level of professionalism and strong interpersonal skills
• Ability to perform in-depth research and troubleshooting for complex technical issues
• Ability to prioritize and complete tasks with minimal supervision
• Physical ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
• Willingness and ability to learn new technologies
• High School Diploma (required)
• Deskside, desktop, or end-user computer support 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 work with global teams and brilliant minds
• Professional development through eLearning programs at Stefanini University and other virtual training

About us

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