Deskside Technician II
About The Position
Stefanini Group is looking for a Deskside Technician II for a globally recognized company. This role involves troubleshooting and repairing hardware issues, performing urgent break/fix replacements, and conducting preventative maintenance. The technician will also manage ServiceNow queues, escalate tickets, and support critical projects. Responsibilities include hardware asset inventory, consumable device inventory management, spare part and loaner pool management, and supporting IMACR/D requests. The role also involves engaging OEMs for warranty repairs and escorting OEM technicians onsite. Additionally, the technician will assist clients with physical support for network and datacenter incidents, work on child tickets as assigned, and support other sites if applicable.
Requirements
- 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 to 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
- 3 years of min. experience as Desktop Support Specialist
- Corporate desk side support with strong emphasis supporting Windows and MacOS and corresponding applications
- Active Directory
Nice To Haves
- 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
Responsibilities
- Troubleshooting and repairing hardware issues
- Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions
- Preventative maintenance (e.g., lifecycle)
- Troubleshooting HW issues on end user devices
- Proper utilization of ServiceNow
- ServiceNow queue management and Ticket follow-up
- Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party
- Critical project support that involves hardware and/or high-touch user experience
- Perform comprehensive site hardware asset inventory
- Maintain consumable device inventory count
- Conduct spare part and loaner pool management
- Support IMACR/D requests
- Engage OEM for warranty repairs and follow up on status
- Escort OEM technicians onsite when needed
- Assist client with physical support for incidents related to network, datacenter, and other activities as requested
- Work on child ticket as assigned by Level 2/3 client-provided technical staff
- Troubleshooting and replacing hardware on PCs and Mac laptops and desktops
- Deploying IT equipment (Windows, Mac)
- Imaging and staging PCs
- Managing the equipment inventory and lifecycle
- Migrating End User data
- Moving in scope IT equipment
- Collecting and coordinating disposal of in scope IT equipment
- Facilitating third-party vendor on-site presence for Onsite Lifecycle Management
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
