Deskside Technician II

Stefanini Group•Pittsburgh, PA

3d•Onsite

About The Position

Stefanini is a global IT services provider with a presence in 77 offices across 40 countries. This role involves providing IT equipment support in a large corporate environment, including desktop/laptop support for both Mac and PC, mobile devices, printers, scanners, and network connectivity. The technician will handle installations, moves, additions, changes (IMAC), maintenance, repairs, and troubleshooting of hardware and software issues. Responsibilities also include data backup, restoration, and migration, as well as 'smart hands' support for networking, server, and telecommunications technologies. Inventory management, documentation, and adherence to KB articles are crucial. The role may require on-call availability, after-hours support, executive support, and travel to other client locations.

Requirements

Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
Able to uphold a positive attitude at all times, even under stressful conditions
Experience supporting remote facilities and users
Excellent verbal and written communication skills
High level of professionalism and strong personal interaction skills
Ability to perform in-depth research and troubleshooting for complex technical issues
Ability to prioritize and complete all work tasks with minimal supervision
Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
Ability and willingness to learn new technologies
High School Diploma (required)
Deskside / Desktop / End User Computer experience, ideally in a corporate environment
Proven ability to handle challenging, rapid-response user support
Proven ability to balance, prioritize and organize multiple tasks
High school diploma or equivalent required.
Typically requires a minimum of 2 years of related experience.
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 -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.
This position includes 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 a particular field of specialization.
May develop advanced skills using tools and equipment appropriate for the position or specialization.
Using established procedures and working under immediate supervision, performs assigned tasks.
Work is routine, and instructions are usually detailed.
Resolves routine questions and problems, and refers more complex issues to higher levels.

Nice To Haves

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

Responsibilities

Supporting IT equipment in large corporate environment
Desktop/laptop tech support (Mac and PC)
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
Providing hardware/software support services to on-site clients, including break/fix.
Implementing virus detection and eradication procedures.
Diagnosing end-user system failures and implementing repair solutions.
Diagnosing printer and other peripheral device failures and implementing repair solutions.
Troubleshooting network devices to ensure connectivity from the PC to the Network.
Providing installation and upgrading services for hardware and software.
Configuration and troubleshooting of phones and other mobile devices, tablets, and PDAs.
Setup and troubleshooting audio/video equipment such as projectors and video conference equipment.