Deskside Technician I

Stefanini North America and APAC; Irvine (CA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

401(k)

Paid time off

Tuition reimbursement

Medical, dental, and vision insurance

Job summary

Stefanini North America and APAC in Irvine, California is seeking a Technical Support Specialist to assist with troubleshooting and repairing hardware issues for corporate desktops and laptops. The role requires excellent communication skills, strong troubleshooting capability, and knowledge of both Windows and Mac operating systems.

Offering a comprehensive benefits package including 401(k), paid time off, and tuition reimbursement, the position also allows for participation in professional development programs within Stefanini University.

Qualifications

• Strong emphasis on supporting Windows and MacOS.
• Valid driver's license and proof of auto insurance if travel is required.
• Ability to engage in labor-related duties of connecting computer equipment.

Responsibilities

• Troubleshooting and repairing hardware issues.
• Escalating tickets that cannot be resolved to appropriate desktop support.
• Supporting urgent break/fix replacements.

Skills

Troubleshooting capability

Knowledge of multiple manufacturers

Excellent communication skills

Customer-oriented attitude

Tools

ServiceNow

Active Directory

Job description

Responsibilities

• Troubleshooting and repairing hardware issues;
• Urgent break/fix replacements in accordance with Knowledge Base Articles and work instructions;
• Preventative maintenance (e.g., lifecycle);
• Troubleshooting HW issues on end user devices;
• Proper utilization of ServiceNow;
• ServiceNow queue management and Ticket follow-up;
• Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;
• Critical project support that involves hardware and/or high‑touch user experience;
• Perform comprehensive site hardware asset inventory;
• Maintain consumable device inventory count;
• Conduct spare part and loaner pool management;
• Support IMACR/D requests;
• Engage OEM for warranty repairs and follow up on status;
• Escort OEM technicians onsite when needed;
• Assist client with physical support for incidents related to network, datacenter, and other activities as requested;
• Work on child ticket as assigned by Level 2/3 client‑provided technical staff.

Qualifications

• Knowledge of multiple manufacturers and operating systems;
• Excellent troubleshooting capability;
• Ability to work in a team environment as well as independently;
• Ability to communicate technical information to technical audiences;
• Excellent verbal and written communication skills;
• Ability to complete assignments with no supervision;
• Ability to search internally/externally for support information;
• Customer‑oriented attitude;
• Ability to travel locally and in‑state to support other sites, if applicable;
• Valid driver's license and proof of auto insurance, if travel is required;
• Attendance and schedule adherence are requirements of this position;
• This position includes continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment;
• Knows and applies fundamental concepts, practices and procedures of particular field of specialization.

Experience Requirements

• Corporate desk side support with strong emphasis supporting Windows and MacOS and corresponding applications;
• Troubleshooting and replacing hardware on PCs and Mac laptops and desktops;
• Active Directory;
• Deploying IT equipment (Windows, Mac);
• Imaging and staging PCs;
• Managing the equipment inventory and lifecycle;
• Migrating End User data;
• Moving in scope IT equipment;
• Collecting and coordinating disposal of in scope IT equipment;
• Facilitating third‑party vendor on‑site presence for Onsite Lifecycle Management.

Benefits

• 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 trainings as well.