Deskside Technician II

Stefanini Group • New York, NY

11d • Onsite

About The Position

Who we are 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. Tasks and Responsibilities Responsible for the Users' support: Provide 'white gloves' services to our users, in a client-facing environment Manage all issues and tickets end-to-end with our users, in terms of hardware and applications. Level 1 & 2 support Responsible for the RUN of the flagship store: Manage level 1 & 2 support of all workstations, in terms of hardware (Dell desktop and laptops, iPhone, iPads, Printers, Scanners, Payment Terminals) and applications (O365, Cegid POS, Salesforce mobile app, Reservation platform). Level 1 support the overall IT infrastructure of the location, including the conference rooms equipment and the network equipment (IT closets, WiFi). Double reporting: To the IT Manager, for all IT related questions, escalations and status reports To the onsite Retail Operations Manager of the flagship store, for day-to-day and tasks prioritization While this assignment requires to be located at the flagship store, the IT support will maintain a close collaboration with the IT team (~25 persons) located in the corporate office in Manhattan, NY Work closely and regularly train the Service desk team in charge of the level 1 support of all Dior users. Provide knowledge-based articles content & document repository when needed

Requirements

• 4 years or more of experience in IT in a similar position
• 10 years of total experience in IT
• Previous experience in a Retail business environment
• Bachelor's degree in computer science or equivalent
• Proficiency in IT Workplace support (desktop, laptop, monitor, mouse, keyboard, printer…)
• Proficiency in Digital workplace: Windows 10 (&11), Microsoft Office 365 including Teams and OneDrive, Chrome, MS Edge, ZOOM
• Expertise in Microsoft Active Directory
• Knowledge of Workspace ONE
• Knowledge of ITSM tool (ServiceNow)
• Knowledge of Asset Management Tools
• Familiar with POS software such as Cegid, Oracle Retail, or others POS
• Basic understanding of IT rack organization, cabling best practices.
• Familiarity with standard IT rack components (firewall, switches, UPS…) and their basic functions.

Nice To Haves

• Strong ability to react quickly and to handle stress in any situation with our users, in a client-facing environment
• Know how-to-be. Punctuality and availability are key
• Strong proactive communications skills, entrepreneurial approach, and ability to function in a fast-paced environment
• Coordination ability; managing communication, and delivering in a timely manner
• Organized and detail-oriented, with a strong ability to manage multiple tasks simultaneously with un-prompted follow through
• Strong analysis, troubleshooting and problem-solving skills
• Hands-on experience with troubleshooting and repairing complex IT issues
• Ability to perform basic troubleshooting steps related to rack-mounted equipment (checking power and network connections).

Responsibilities

• Provide 'white gloves' services to our users, in a client-facing environment
• Manage all issues and tickets end-to-end with our users, in terms of hardware and applications. Level 1 & 2 support
• Manage level 1 & 2 support of all workstations, in terms of hardware (Dell desktop and laptops, iPhone, iPads, Printers, Scanners, Payment Terminals) and applications (O365, Cegid POS, Salesforce mobile app, Reservation platform).
• Level 1 support the overall IT infrastructure of the location, including the conference rooms equipment and the network equipment (IT closets, WiFi).
• Double reporting: To the IT Manager, for all IT related questions, escalations and status reports To the onsite Retail Operations Manager of the flagship store, for day-to-day and tasks prioritization
• Work closely and regularly train the Service desk team in charge of the level 1 support of all Dior users.
• Provide knowledge-based articles content & document repository when needed

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 other virtual training as well.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees