Deskside Technician II

Stefanini Group•Los Angeles, CA

6d•Onsite

About The Position

Stefanini is a global provider of IT services, including application development, IT infrastructure outsourcing (help desk and desktop services), systems integration, consulting, and strategic staffing. We serve Fortune 1000 enterprises worldwide and have a significant global presence with over 25,000 employees in 77 offices across 40 countries. This role involves providing critical support for hardware issues, break/fix replacements, preventative maintenance, and project support, ensuring efficient IT operations and a positive user experience.

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
Continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment
Knows and applies fundamental concepts, practices and procedures of particular field of specialization
3 years min. experience with: Corporate desk side support with strong emphasis supporting Windows and MacOS and corresponding applications
Troubleshooting and replacing hardware on PCs and Mac laptops and desktops
Active Directory
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

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