Deskside Technician II

Who we areStefanini 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. The office is on 5th Ave ( HQ) ~100 users , another smaller office with 40 users is walking distance, and an office in Jersey City with around 40 users. The tech would visit the JC office once a week or as needed.

The environment is 75% Windows and 25% MACs

Many execs, white glove service in HQ





Main Duties and Responsibilities: Leverage experience to diagnose and resolve software and hardware incidents, including operating systems (IOS, Windows, Mac) and across a range of software applications including but not limited to off the shelf & business specific application.Assist all users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalating incidents to other support teams where necessary.Manage local inventory.Accurately record, update and document requests using the service desk system.Install and configure equipment inclusive of all MACD (Move, Add, Change, Deletion) processes, and New Hire onboarding.Resolve incidents and upgrade different types of software and hardware including but not limited to Conference rooms AV equipment, printers, copiers and scanners.To maintain a first-class level of customer service ensuring that all users are treated efficiently and in an appropriate manner. Communicate effectively with technical and non-technical colleagues at all levels in the organization. The ability to lift up to 40 pounds to a height of 3-4 feet for racking purposes or carrying from one location to another within office perimeter. What will you do?Supporting IT equipment in large corporate environmentDesktop/laptop tech support (Mac and PC)Windows 7/10 operating systemsSupport mobile devices, printers, scanners, wireless, VPN, etc.IMAC Support - IT equipment Install/Move/Add/ChangeMaintain repairs, spare parts, and componentsResearch and troubleshoot problemsMaintain system configurations and documentationTrack and resolve customer incidents and requests through the client's ticketing toolTroubleshoot and resolve hardware and software issues for Windows devicesBackup, restoration, and migration of user dataSmart Hands support with networking, server, and telecommunications technologiesPrinter and peripheral device supportInventory management of IT assets including asset auditingAbility to research and follow appropriate KB articlesAbility to work on-call and other after-hours support needsMay provide Executive supportVarious other tasks associated with deskside servicesMay need to be available to provide support at other client locations as neededOther duties as assigned







What do you need to succeed?Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardwareLAN/WAN experience

Able to uphold a positive attitude at all times, even under stressful conditionsExperience supporting remote facilities and usersExcellent verbal and written communication skillsHigh level of professionalism and strong personal interaction skillsAbility to perform in-depth research and troubleshooting for complex technical issuesAbility to prioritize and complete all work tasks with minimal supervisionAbility to walk, bend, stand for long hours, and lift equipment up to 50 poundsAbility and willingness to learn new technologiesHigh School Diploma (required)Deskside / Desktop / End User Computer experience, ideally in a corporate environmentProven ability to handle challenging, rapid-response user supportProven ability to balance, prioritize and organize multiple tasks Desired CharacteristicsA+ CertificationMicrosoft Certified Professional (MCP)ITIL FoundationsLean Six Sigma

What you'll getWork with brilliant minds, often within a global capacity;Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well. Why we're differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making;