Deskside Technician II

Details

Job Description

Who We Are

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.

What will you do?

• 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
  
  

What do you need to succeed?

• 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
  
  

Desired Characteristics

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

What You'll Get

• Work 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 different

• Brazilian and privately owned company;
• Agility, flexibility, and innovation are in our DNA;
• Flat organizational structure which enables faster communication and decision making;
  
  

Take a look for yourself

Here's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY

Job Requirements

Description

The Deskside Technician will be providing deskside support to end users and will interface with a service desk and a customer IT support team to achieve deliverables supporting the end users. We are looking for an energetic, enthusiastic, highly motivated and organized individual. A strong emphasis is placed on providing a timely resolution to support requests and providing a high level of quality customer service. Ideal candidates should be very self-motivated due to the independent nature and responsibility of the environment.

Key Responsibilities

• Greet users promptly and understand their issues clearly.
• Provide a positive and professional customer experience to all walk-in users at the Techbar.
• Communicate updates and resolutions in simple, non-technical language.
• Provide deskside support for end users, resolving hardware and software issues.
• Perform hardware troubleshooting, repair, and replacement (laptops, desktops, peripherals).
• Diagnose and resolve critical operating system (OS) crash issues.
• Handle software installation, configuration, and troubleshooting.
• Manage and track IT assets through inventory management systems.
• Ensure timely resolution of incidents and maintain accurate documentation.
• Collaborate with internal IT teams for escalation and resolution of complex issues.
• Handle walk-in user support at Tech Bar, ensuring quick issue resolution with strong communication and interpersonal skills.
  
  

Required Skills & Qualifications

• Strong experience in Windows OS support (MDF knowledge preferred).
• Hands-on expertise in macOS troubleshooting and support.
• Good understanding of hardware diagnostics and deployment.
• Experience in inventory/asset management processes.
• Proficiency in Microsoft Excel (data tracking, reporting).
  
  

Soft Skills

• Strong customer-centric approach with excellent communication skills.
• Ability to handle face-to-face user interactions professionally.
• Ability to handle critical issues under pressure.
• Innovative mindset with a focus on continuous improvement.
• Good organizational and time-management skills.

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