Deskside Technician I

Stefanini Group; Los Angeles (CA); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

401(k)

PTO

Tuition reimbursement

Medical insurance

Job summary

Stefanini Group in Los Angeles is seeking an on-site IT Desktop Support Technician to troubleshoot and repair hardware on end-user devices, including Windows and Mac systems. You will manage the ServiceNow ticket queue, perform imaging, deployment and lifecycle tasks, and coordinate with vendors for onsite repairs.

The role requires 1 year of desk-side support experience, strong communication, and the ability to travel locally between sites.

Qualifications

• 1 year minimum experience in corporate desk-side support.
• Strong troubleshooting for Windows and Mac hardware.
• Experience imaging and deploying IT equipment.
• Familiarity with Active Directory and lifecycle management.
• Ability to coordinate with vendors for onsite work.

Responsibilities

• Troubleshoot and repair hardware issues on end-user devices.
• Urgent break/fix replacements per knowledge base and tasks.
• Perform preventative maintenance and lifecycle tasks.
• Manage ServiceNow queue and ticket follow-up.
• Escalate complex issues to Level 2/3 staff when needed.
• Maintain hardware asset inventory and spare parts pool.
• Escort OEM technicians onsite and support onsite incidents.

Skills

Hardware troubleshooting

Windows/macOS support

Active Directory

Imaging & staging

Equipment deployment

Inventory management

Vendor coordination

Customer service

Teamwork

Communication

Tools

ServiceNow

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.

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.

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.