Deskside Technician II

About the role

Stefanini Group, a global IT consulting and systems integration provider, is hiring a Deskside Technician II. The role covers urgent hardware break/fix, preventative maintenance, service ticket handling and client support, with local travel to other sites if applicable.

Key responsibilities

• Troubleshoot and repair hardware issues on end-user devices, including urgent break/fix replacements following knowledge base articles and work instructions.
• Perform preventative maintenance and manage the lifecycle of devices.
• Use ServiceNow for queue management, ticket follow-up and escalation of unresolved tickets to desktop support or third parties.
• Support critical projects involving hardware and high-touch user experience.
• Maintain hardware asset, consumable and spare part inventory, and support IMACR/D requests.
• Engage OEMs for warranty repairs, escort OEM technicians onsite and assist clients with network, datacenter and other incident support.
• Work on child tickets assigned by Level 2/3 client-provided technical staff.

Required profile

• Minimum 3 years of experience as a Desktop Support Specialist.
• Corporate desk-side support with a strong focus on Windows and macOS and their applications.
• Ability to work independently and in a team, with excellent verbal and written communication skills.
• Customer-oriented attitude and ability to travel locally and within the state, if applicable.
• Valid driver's license and proof of auto insurance if travel is required.
• Willingness to attend to continuous walking, bending and lifting, including up to 50 pounds.

Required skills

• Troubleshooting and replacing hardware on PCs and Mac laptops and desktops.
• Active Directory deployment and imaging and staging of PCs.
• Managing equipment inventory and lifecycle, migrating end-user data and disposing of equipment.
• Facilitating third-party vendor onsite presence for lifecycle management.