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 comprehensive IT 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 7/10 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 technical problems.
• Track and resolve customer incidents and requests using the client’s ticketing tool.
• Troubleshoot and resolve hardware and software issues for Windows devices.
• Backup, restore, and migrate user data.
• Provide smart hands support for networking, server, and telecommunications technologies.
• Support printer and peripheral devices; manage inventory of IT assets, including auditing.
• Research and follow appropriate knowledge base (KB) articles.
• Work on-call and provide after-hours support as needed.
• Provide executive support and assist at other client locations when required.
• 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 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

• 1+ years of corporate deskside support or equivalent experience.
• Excellent troubleshooting capability.
• 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 remote desktop support tools.
• Maintain a valid driver’s license.
• Ability to pass standard panel drug screening and background check.
• Adhere to assigned shift schedule.

Desired Skills

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

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 through Stefanini University and other virtual training.
• Work with brilliant minds in a global capacity.