Deskside Technician II

Stefanini North America and APAC; Indianapolis (IN); On-site; USD 45,000 - 65,000; 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 is seeking a skilled technician to provide desk-side support in the Indianapolis area. The role involves troubleshooting hardware issues, managing ServiceNow tickets, and coordinating with OEMs for repairs.

Candidates should have at least 3 years of experience, strong communication skills, and the ability to work independently. A comprehensive benefits package is offered, including medical, dental, and 401(k) options.

Qualifications

• 3+ years of experience in corporate desk-side support.
• Ability to troubleshoot and replace hardware on PCs and Mac devices.
• Valid driver’s license and proof of auto insurance, if travel is required.

Responsibilities

• Troubleshoot and repair hardware issues.
• Manage ServiceNow queue and ticket follow-up.
• Support projects involving hardware and high-touch user experience.

Skills

Troubleshooting

Communication skills

Customer-oriented attitude

Tools

Active Directory

Windows

MacOS

ServiceNow

Job description

Overview

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.

Responsibilities

• 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 hardware 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

• 3 Years 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

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

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