Deskside Technician II

Stefanini North America and APAC; New York (NY); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

401(k)

Paid time off

Tuition reimbursement

Medical insurance

Job summary

Stefanini North America and APAC in New York is seeking an experienced IT Desktop Support Technician to join our global services team. You will troubleshoot and repair hardware, manage site inventories, and coordinate warranty repairs with OEMs on end-user devices.

You will perform on-site visits, handle IMACR/D requests, maintain spare parts and loaner pools, and support local travel to other sites as needed. Strong communication with technical and non-technical audiences is essential.

Qualifications

• 3+ years of corporate desk-side support.
• Experience troubleshooting hardware on PCs, Mac laptops and desktops.
• Active Directory experience.
• Imaging and staging PCs.
• Managing equipment inventory and lifecycle.
• Facilitating third-party vendor on-site presence for onsite lifecycle management.

Responsibilities

• Troubleshoot and repair hardware issues;
• Urgent break/fix replacements in line with KB articles.
• Preventative maintenance and lifecycle management.
• Troubleshoot HW issues on end-user devices.
• Manage ServiceNow tickets and follow-up.
• Escalate unresolved tickets to desktop support or third-party teams.
• Provide project support involving hardware and high-touch user experience.
• Perform site hardware asset inventory; maintain spare parts and loaner pool.

Skills

Windows support

macOS support

Active Directory

Troubleshooting

Communication

Tools

ServiceNow

Imaging and staging PCs

Device deployment

Job description

Who We Are

Stefanini is a full‑service global provider of offshore, onshore and nearshore IT services, including application development, outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises. We have over 25,000 employees across 77 offices in 40 countries.

Job Details

This position focuses on troubleshooting and maintaining hardware, managing support tickets, performing site hardware inventories, and collaborating with OEMs to resolve warranty repairs. It involves frequent on‑site support and requires physical activity such as walking, bending, and lifting equipment up to 50 pounds.

What will you do?

• Troubleshoot and repair hardware issues;
• Urgent break/fix replacements in accordance with Knowledge Base Articles and work instructions;
• Preventative maintenance and lifecycle management;
• Troubleshoot HW issues on end‑user devices;
• Utilize ServiceNow for ticket management and follow‑up;
• Escalate unresolved tickets to appropriate desktop support or third‑party teams;
• Provide critical project support involving hardware and 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 clients with physical support for incidents related to network, datacenter and other activities as requested;
• Work on child tickets 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 both independently and in a team environment;
• Ability to communicate technical information to technical audiences;
• Excellent verbal and written communication skills;
• Self‑directed work style with minimal supervision;
• Ability to search internally and 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 required;
• Expectations of continuous walking, bending, lifting equipment (up to 50 lbs) and connecting computer equipment;
• Knowledge of and application of fundamental concepts and procedures in the field of specialization.

Job Requirements

• 3+ years of corporate desk‑side support with emphasis on Windows and macOS and corresponding applications;
• Experience troubleshooting and replacing hardware on PCs, Mac laptops and desktops;
• Active Directory experience;
• Deploying IT equipment (Windows, Mac);
• Imaging and staging PCs;
• Managing equipment inventory and lifecycle;
• Migrating end‑user data;
• Moving in‑scope IT equipment; collecting and coordinating disposal of in‑scope equipment;
• Facilitating third‑party vendor on‑site presence for onsite lifecycle management.

What You’ll Get

• Opportunity to work with a global, innovative team;
• A comprehensive benefits package including 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and more;
• Professional development eLearning programs within Stefanini University and other virtual trainings.

Why We’re Different

• Brazilian and privately owned company;
• Agility, flexibility, and innovation are integral to our culture;
• Flat organizational structure enabling faster communication and decision making.