Deskside Technician II
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 with over 25,000 employees in 77 offices across 40 countries. This role involves troubleshooting and repairing hardware issues, performing urgent break/fix replacements, preventative maintenance, and supporting end-user devices. The technician will utilize ServiceNow for queue management and ticket follow-up, escalate unresolved tickets, and provide critical project support. Responsibilities also include hardware asset inventory, consumable device inventory management, spare part and loaner pool management, supporting IMACR/D requests, engaging with OEMs for warranty repairs, and assisting with physical support for network and datacenter incidents. The role may also involve working on child tickets assigned by Level 2/3 client-provided technical staff.
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
- 3 years min. experience with: Troubleshooting and replacing hardware on PCs and Mac laptops and desktops
- 3 years min. experience with: Active Directory
- 3 years min. experience with: Deploying IT equipment (Windows, Mac)
- 3 years min. experience with: Imaging and staging PCs
- 3 years min. experience with: Managing the equipment inventory and lifecycle
- 3 years min. experience with: Migrating End User data
- 3 years min. experience with: Moving in scope IT equipment
- 3 years min. experience with: Collecting and coordinating disposal of in scope IT equipment
- 3 years min. experience with: 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
- 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
- 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
Benefits
- 401(k)
- paid time off
- tuition reimbursement
- medical, dental and vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
