Deskside Support Technician

Stefanini Group; San Francisco (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Stefanini Group in San Francisco, CA is seeking an IT Helpdesk/End-User Support Technician to provide first- and second-level support for hardware, software, and workplace technology. You will manage incidents, service requests, and technical issues, ensuring alignment with SLAs and delivering timely resolutions onsite.

The role emphasizes asset and inventory management, device deployment and lifecycle services, remote assistance, and coordination with vendors to resolve complex problems.

Qualifications

• Experience with end-user support and incident management.
• Hardware support and lifecycle services.
• Asset and inventory management.
• Onsite desk-side support and workplace services.
• Remote phone assistance with warm transfers from the Service Desk.
• Vendor and third-party coordination.
• Supplier personnel must have the technical and language capabilities for the service location.

Responsibilities

• Provide first- and second-level end-user support for hardware, software, and workplace technology.
• Manage and resolve incidents, service requests, and technical issues per SLAs.
• Deliver hardware support and lifecycle services including deployment, configuration, upgrades, maintenance, and replacement.
• Maintain asset and inventory records for IT equipment and peripherals.
• Provide onsite desk-side support and workplace technology services.
• Deliver remote technical support via phone, email, and ticketing systems.
• Coordinate with vendors and third-party service providers to resolve issues.
• Support user onboarding, equipment setup, relocation, and refresh initiatives.
• Document troubleshooting activities, resolutions, and asset updates in ITSM tools.
• Ensure high customer satisfaction through professional communication and timely resolutions.

Skills

End-User Support

Incident Management

Hardware Lifecycle

Asset & Inventory

Onsite Support

Remote Support

Vendor Coordination

Language & Location Compliance

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.