Deskside Support Technician

Stefanini Group; Norfolk (VA); On-site; USD 42,000 - 66,000; Full time

Job summary

Stefanini Group in Norfolk, VA is seeking experienced IT professionals to provide first- and second-level end-user support for hardware, software, and workplace technology. You will manage incidents and requests, deliver hardware lifecycle services, and maintain asset records throughout equipment lifecycles.

You will also provide onsite desk-side support and remote assistance via phone and email, coordinating with vendors to resolve issues and supporting onboarding, relocations, and refresh

Qualifications

• Experience providing end-user support and managing incidents or service requests.
• Proven ability to resolve hardware and software issues in a timely manner.
• Experience maintaining asset and inventory records across lifecycle stages.
• Ability to deliver onsite desk-side support and remote assistance via phone or email.
• Experience coordinating with vendors or third-party providers.

Responsibilities

• Provide first- and second-level end-user support for hardware, software, and workplace technology issues.
• Manage and resolve incidents and service requests according to established SLAs.
• Deliver hardware support and lifecycle services, including deployment, configuration, upgrades, maintenance, and replacement.
• Maintain accurate asset and inventory records throughout lifecycle of IT equipment.
• Provide onsite desk-side support and workplace technology services for a seamless user experience.
• Offer remote technical support via phone, email, and ticketing systems, including warm transfers from the Service Desk.
• Coordinate with vendors and third-party service providers to resolve hardware, software, and infra issues.
• Support user onboarding, equipment setup, relocation, and technology refresh initiatives.
• Document troubleshooting activities, resolutions, and asset updates in ITSM tools.
• Maintain high customer satisfaction through professional communication and timely issue resolution.

Skills

End-User Support

Incident Management

Hardware Support

Lifecycle Services

Asset & Inventory Mgmt

Onsite Desk-side Support

Remote Phone Assistance

Vendor Coordination

Language & Communication

Job description

• Provide first- and second-level End-User Support for hardware, software, and workplace technology issues.
• Manage and resolve incidents, service requests, and technical issues in accordance with established service levels.
• Deliver hardware support and lifecycle services, including device deployment, configuration, upgrades, maintenance, and replacement.
• Maintain accurate asset and inventory records for IT equipment and peripherals throughout their lifecycle.
• Provide onsite desk-side support and workplace technology services to ensure a seamless end-user experience.
• Deliver remote technical support via phone, email, and ticketing systems, including warm transfers from the Service Desk.
• Coordinate with vendors and third-party service providers to resolve hardware, software, and infrastructure-related issues.
• Support user onboarding, equipment setup, relocation, and technology refresh initiatives.
• Document troubleshooting activities, resolutions, and asset updates in the organization's IT service management tools.
• Ensure a high level of customer satisfaction through professional communication and timely issue resolution.

Required Skills:

• End-User Support and Incident Management
• Hardware Support and Lifecycle Services
• Asset and Inventory Management
• Onsite Support and Workplace Services
• Remote Phone Assistance / Warm Transfers from Service Desk
• Vendor and Third-Party Coordination
• Supplier shall ensure that Supplier Personnel possess the technical and language capabilities required for the location of service delivery.