Deskside Technician II

Stefanini North America and APAC; Los Angeles (CA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k) plan

Paid time off

Medical Insurance

Tuition reimbursement

Job summary

Stefanini North America and APAC is hiring a desktop support technician in Los Angeles to troubleshoot hardware and software issues on end-user devices. You will perform imaging, hardware replacements, and asset management while using ServiceNow for ticketing and coordinating with vendors for warranty work.

The role requires at least 3 years of corporate desk-side experience, strong communication, and the ability to travel locally when needed.

Qualifications

• 3+ years in corporate desk side support focusing on Windows and MacOS.
• Experience replacing hardware on PCs and Mac desktops/laptops.
• Experience with Active Directory and device imaging.
• Inventory and lifecycle management of IT equipment.

Responsibilities

• Troubleshoot and repair hardware issues on end-user devices.
• Perform urgent break/fix replacements following KB articles.
• Utilize ServiceNow for ticketing and queue management.
• Escalate unresolved tickets to Level 2/3 support as needed.
• Assist OEM vendors for warranty repairs and on-site visits.

Skills

Windows Support

MacOS Support

Troubleshooting

Team Collaboration

Communication Skills

Tools

Active Directory

Imaging PCs

PC hardware repair

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

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

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.