Sr. Deskside Technician

Stefanini Group•Wendell, NC

1d•Onsite

About The Position

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. Supporting IT equipment in large corporate environment Desktop/laptop tech support (Mac and PC) Windows 7/10 operating systems 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

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

Nice To Haves

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

Responsibilities

Stage, provision, and deploy IT machines using defined procedures
Adhere to client shipping policies and procedures
Configure, troubleshoot, and deploy mobile devices & other audio / visual equipment
Follow appropriate KB articles
Manage workload via ticketing software
Prioritize and complete work in a group and independently with minimal supervision
Communicate technical information to non-technical audiences
Inventory management of IT assets
Diagnose and troubleshoot hardware and software issues on desktops, laptops, and peripheral devices to identify root cause.
Repair and replace faulty components, such as motherboards, hard drives, memory modules, power supplies, and peripherals.
Install, configure, and upgrade operating systems, drivers, and software applications.
Conduct preventive maintenance tasks to optimize computer performance and minimize downtime.
Ensure compliance with company policies and industry standards while handling sensitive customer data.
Keep detailed records of repairs, parts used, and services performed in the ticketing or inventory management system.
Provide accurate estimates for repair costs and timelines to customers or internal stakeholders.
Collaborate with other technicians and team members to share knowledge, troubleshoot complex issues, and identify process improvements.
Stay up to date with the latest technology trends such as AI and industry advancements to provide effective solutions and recommendations.
Maintain a clean and organized work area, following safety protocols and best practices.
Provide training for team members in individual and group settings.