Deskside Technician II

Stefanini Group • New York, NY

9d

About The Position

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 around the world. 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 environment 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 Ability to research and follow appropriate KB articles Ability to work on-call and other after-hours support needs May provide Executive support Various other tasks associated with deskside services May need to be available to provide support at other client locations as needed Other duties as assigned What you'll get Work with brilliant minds, often within a global capacity; Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more; Opportunity to participate in professional development eLearning programs within the Stefanini University and LinkedIn Learning, and other virtual training as well. Why we're different Brazilian and privately owned company; Agility, flexibility, and innovation are in our DNA; Flat organizational structure which enables faster communication and decision making; Details: Key Responsibilities End-User Support & Device Management Provide professional in-person and remote technical support for mobile devices (smartphones, tablets), laptops, desktops, and peripheral equipment Execute iPhone/iPad activations, Mobile Device Management (MDM) enrollment, and carrier coordination for wireless deployments Support Apple devices (iPhones, iPads, MACs) and Windows operating systems with Microsoft Office suite Deliver hardware/software troubleshooting and break-fix services consistent with luxury retail brand standards Manage onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices Support diverse printer ecosystem including HP LaserJet, Zebra printers, retail printers (RFID/Epson), and general office printers Set up and support videoconferencing equipment (Zoom) and audio/video systems (e.g., Carlipa) Perform initial troubleshooting and first-level support for network infrastructure, including connectivity issues and equipment reboots Maintain point-of-sale systems, displays, scanners, input devices and handheld devices Perform complete lifecycle management of endpoints including imaging, provisioning, configuration, upgrades, and decommissioning Conduct IT asset inventory control and management with complete audit trails Provision, track, and maintain loaner/temporary equipment inventory for business continuity Maintain asset hygiene standards including lifecycle tracking, disposal protocols, and regional compliance requirements Perform basic hardware maintenance (Intel, Mac) Support new store openings and sites like warehouse or manufacture, renovations, relocations, and closures including technology setup/teardown and cutover coordination Participate in small-scale IT projects such as new software/hardware deployments or system updates under supervision Document all activities accurately in incident, request, and asset management systems Create and update technical documentation and knowledge base articles Contribute to knowledge management systems by documenting solutions, creating how-to guides, and reporting recurring issues Manage and control IT incidents and service requests, ensuring timely resolution and adherence to Service Level Agreements (SLAs) Conduct scheduled and ad-hoc site visits to provide proactive support and assess IS&T health Conduct basic monitoring of systems and infrastructure, reporting anomalies to senior team members Coordinate effectively with third-party vendors, OEMs, and internal support groups (network, security, applications) Partner with business stakeholders to identify technology pain points and escalate systemic issues through proper channels Translate business needs into technical solutions or route requests to appropriate specialized teams Demonstrate service-excellence mindset and effective conflict resolution skills

Requirements

• Currently pursuing or holding a degree in Information Technology, Computer Science, Computer Engineering, or related field
• Experience with networks and TCP/IP protocols
• Strong experience and knowledge of Operating Systems (Windows and macOS)
• Familiarity with ITSM (ServiceNow) and remote support tools
• Proficiency with Mobile Device Management platforms
• Understanding of asset management systems and lifecycle processes
• Service-excellence mindset appropriate for luxury retail environments
• CompTIA A+ or equivalent
• Availability for travel
• Valid driver's license and full ability to drive

Responsibilities

• Supporting IT equipment in large corporate environment
• 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
• Ability to research and follow appropriate KB articles
• Ability to work on-call and other after-hours support needs
• May provide Executive support
• Various other tasks associated with deskside services
• May need to be available to provide support at other client locations as needed
• Other duties as assigned
• Provide professional in-person and remote technical support for mobile devices (smartphones, tablets), laptops, desktops, and peripheral equipment
• Execute iPhone/iPad activations, Mobile Device Management (MDM) enrollment, and carrier coordination for wireless deployments
• Support Apple devices (iPhones, iPads, MACs) and Windows operating systems with Microsoft Office suite
• Deliver hardware/software troubleshooting and break-fix services consistent with luxury retail brand standards
• Manage onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices
• Support diverse printer ecosystem including HP LaserJet, Zebra printers, retail printers (RFID/Epson), and general office printers
• Set up and support videoconferencing equipment (Zoom) and audio/video systems (e.g., Carlipa)
• Perform initial troubleshooting and first-level support for network infrastructure, including connectivity issues and equipment reboots
• Maintain point-of-sale systems, displays, scanners, input devices and handheld devices
• Perform complete lifecycle management of endpoints including imaging, provisioning, configuration, upgrades, and decommissioning
• Conduct IT asset inventory control and management with complete audit trails
• Provision, track, and maintain loaner/temporary equipment inventory for business continuity
• Maintain asset hygiene standards including lifecycle tracking, disposal protocols, and regional compliance requirements
• Perform basic hardware maintenance (Intel, Mac)
• Support new store openings and sites like warehouse or manufacture, renovations, relocations, and closures including technology setup/teardown and cutover coordination
• Participate in small-scale IT projects such as new software/hardware deployments or system updates under supervision
• Document all activities accurately in incident, request, and asset management systems
• Create and update technical documentation and knowledge base articles
• Contribute to knowledge management systems by documenting solutions, creating how-to guides, and reporting recurring issues
• Manage and control IT incidents and service requests, ensuring timely resolution and adherence to Service Level Agreements (SLAs)
• Conduct scheduled and ad-hoc site visits to provide proactive support and assess IS&T health
• Conduct basic monitoring of systems and infrastructure, reporting anomalies to senior team members
• Coordinate effectively with third-party vendors, OEMs, and internal support groups (network, security, applications)
• Partner with business stakeholders to identify technology pain points and escalate systemic issues through proper channels
• Translate business needs into technical solutions or route requests to appropriate specialized teams
• Demonstrate service-excellence mindset and effective conflict resolution skills

Benefits

• Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more
• Opportunity to participate in professional development eLearning programs within the Stefanini University and LinkedIn Learning, and other virtual training as well.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree