Deskside Technician II

Stefanini North America and APAC; New York (NY); On-site; USD 43,000 - 72,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Technician to join their dynamic team in New York. This role involves providing exceptional support for both Mac and Windows systems, ensuring smooth operations in a bustling corporate environment. You'll be the go-to person for troubleshooting and resolving technical issues, maintaining IT infrastructure, and providing 'white glove' service to users. With a commitment to excellence and a collaborative spirit, you'll thrive in this fast-paced setting while contributing to the overall success of the organization. If you're passionate about technology and customer service, this opportunity is perfect for you.

Benefits

401(k)

Paid time off

Tuition reimbursement

Medical insurance

Dental insurance

Vision insurance

Qualifications

• 4+ years of IT experience in a similar position.
• Ability to support desktop and laptop users effectively.
• Experience in a retail business environment is a plus.

Responsibilities

• Provide top-tier support to users in a corporate environment.
• Manage hardware and application issues end-to-end.
• Support IT infrastructure and maintain system documentation.

Skills

IT Support

Windows OS

Mac OS

Microsoft Office

Troubleshooting

Customer Service

Communication Skills

Problem Solving

Education

High School Diploma

Bachelor's Degree in Computer Science

Tools

ServiceNow

Microsoft Active Directory

Workspace ONE

Job description

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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

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?

• Supporting IT equipment in large corporate environment
• Desktop/laptop tech support (Mac and PC)
• Windows 7/10 operating systems
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment Install/Move/Add/Change
• Maintain repairs, spare parts, and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through the client's ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows devices
• Backup, restoration, and migration of user data
• Smart Hands support with networking, server, and telecommunications technologies
• Printer and peripheral device support
• Inventory management of IT assets including asset auditing
• Ability to research and follow appropriate KB articles
• Ability to work on-call and other after-hours support needs
• May provide Executive support
• Various other tasks associated with deskside services
• May need to be available to provide support at other client locations as needed
• Other duties as assigned
  
  

What do you need to succeed?

• Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Able to uphold a positive attitude at all times, even under stressful conditions
• Experience supporting remote facilities and users
• Excellent verbal and written communication skills
• High level of professionalism and strong personal interaction skills
• Ability to perform in-depth research and troubleshooting for complex technical issues
• Ability to prioritize and complete all work tasks with minimal supervision
• Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
• Ability and willingness to learn new technologies
• High School Diploma (required)
• Deskside / Desktop / End User Computer experience, ideally in a corporate environment
• Proven ability to handle challenging, rapid-response user support
• Proven ability to balance, prioritize and organize multiple tasks
  
  

Desired Characteristics

• A+ Certification
• Microsoft Certified Professional (MCP)
• ITIL Foundations
• Lean Six Sigma
  
  

Job Requirements

Tasks And Responsibilities

Responsible for the Users' support:

• Provide 'white gloves' services to our users, in a client-facing environment
• Manage all issues and tickets end-to-end with our users, in terms of hardware and applications.
• Level 1 & 2 support
  
  

Responsible For The RUN Of The Flagship Store

• Manage level 1 & 2 support of all workstations, in terms of hardware (Dell desktop and laptops, iPhone, iPads, Printers, Scanners, Payment Terminals) and applications (O365, Cegid POS, Salesforce mobile app, Reservation platform).
• Level 1 support the overall IT infrastructure of the location, including the conference rooms equipment and the network equipment (IT closets, WiFi…).
  
  

Double Reporting

• To the IT Manager, for all IT related questions, escalations and status reports
• To the onsite Retail Operations Manager of the flagship store, for day-to-day and tasks prioritization
  
  

While this assignment requires to be located at the flagship store, the IT support will maintain a close collaboration with the IT team (~25 persons) located in the corporate office in Manhattan, NY

Work closely and regularly train the Service desk team in charge of the level 1 support of all Dior users. Provide knowledge-based articles content & document repository when needed

Skills And Competencies

• Strong ability to react quickly and to handle stress in any situation with our users, in a client-facing environment
• Know how-to-be. Punctuality and availability are key
• Strong proactive communications skills, entrepreneurial approach, and ability to function in a fast-paced environment
• Coordination ability; managing communication, and delivering in a timely manner
• Organized and detail-oriented, with a strong ability to manage multiple tasks simultaneously with un-prompted follow through
• Strong analysis, troubleshooting and problem-solving skills
• Hands-on experience with troubleshooting and repairing complex IT issues
• Ability to perform basic troubleshooting steps related to rack-mounted equipment (checking power and network connections).
  
  

Requirements

• 4 years or more of experience in IT in a similar position
• 10 years of total experience in IT
• Previous experience in a Retail business environment
• Bachelor's degree in computer science or equivalent
• Proficiency in IT Workplace support (desktop, laptop, monitor, mouse, keyboard, printer…)
• Proficiency in Digital workplace: Windows 10 (&11), Microsoft Office 365 including Teams and OneDrive, Chrome, MS Edge, ZOOM
• Expertise in Microsoft Active Directory
• Knowledge of Workspace ONE
• Knowledge of ITSM tool (ServiceNow)
• Knowledge of Asset Management Tools
• Familiar with POS software such as Cegid, Oracle Retail, or others POS
• Basic understanding of IT rack organization, cabling best practices. Familiarity with standard IT rack components (firewall, switches, UPS…) and their basic functions.
  
  

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 training 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;
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

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