Desktop Support Specialist
Stefanini Group•Miami, FL
•Onsite
About The Position
Stefanini Group is hiring a Desktop Support Specialist. This role is part of the Level 2 Team, which acts as the primary IT contact for clients. Responsibilities include resolving tickets escalated from the Level 1 Team and providing direct client support, either in person at their desks or remotely using specialized tools. The position requires excellent communication, customer service, and technical troubleshooting skills.
Requirements
- Minimum 5 years of relevant experience in a Desktop Support/IT Helpdesk role
- Experience configuring, installing, troubleshooting and repairing printers, PC and laptops
- Hands on experience with Win 7, Win 10, Win 11 and MAC OS support
- Windows 11 Migration
- Hardware / Software Troubleshooting
- Experience with VPN, Soft Phones, Remote Desktop, VDI
- Asset Tracking / Inventory Management
- Phone and Tablet support (Windows, iPhone, iOS, Android)
- Experience with Ticketing System (ServiceNow)
- Strong Communications Skills
- Excellent proven track record supporting clients in a financial environment
- Excellent proven customer service based approach
- Good written and verbal communication skills
- Good time management skills
- Strong organizational and analytical skills
- Ability to multi-task and work under pressure
- Ability to work autonomously and within team
Responsibilities
- Provide swift and professional deskside IT support
- Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
- Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
- Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
- Collaborate with other support groups across global locations to help troubleshoot client issues
- Utilize tools for building, monitoring and troubleshooting client devices
- Participate in Disaster recovery testing exercises
- Uphold procedures for logging, reporting, and statistically monitoring desktop operations
- Write technical support and client documentation in form of Knowledgebase articles
- Meet or exceed expected customer service levels
- Other duties as assigned by the Level 2 Support Manager
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
