Deskside Technician I

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

Benefits offered by this job

401(k)

Paid time off

Tuition reimbursement

Medical insurance

Dental insurance

Vision insurance

Job summary

Stefanini North America and APAC in Los Angeles is seeking an experienced IT Field/Desktop Support specialist to provide on-site and remote assistance for end users. You will troubleshoot hardware, install imaging, and support Windows and Mac environments.

The role emphasizes strong communication, teamwork, and the ability to work independently, with local travel as needed and a focus on customer service. Stefanini offers a comprehensive benefits package.

Qualifications

• 1+ year of corporate desk-side support experience with Windows and macOS.
• Experience replacing hardware on PCs and Mac laptops/desktops.
• Familiarity with Active Directory and deploying IT equipment.
• Ability to migrate end-user data and manage lifecycle.

Responsibilities

• Troubleshoot and repair hardware issues.
• Urgent break/fix replacements following KBs and instructions.
• Perform preventative maintenance and lifecycle tasks.
• Troubleshoot HW issues on end user devices.
• Utilize ServiceNow and manage queues with ticket follow-up.
• Escalate unresolved tickets to Level 2/3 staff.
• Support OEM warranty repairs and on-site visits as needed.
• Assist clients with network/datacenter incidents and on-site support.
• Work on child tickets as assigned.

Skills

Troubleshooting

Hardware repair

Customer service

Team collaboration

Strong communication

Tools

ServiceNow

Active Directory

IT Asset Management

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.

Details

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?

• Troubleshooting and repairing hardware issues;
• Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) 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.

What You Need To Succeed

• 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 -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.

Job Requirements

1 Year Min. Experience With

• 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

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 trainings 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.