Deskside Technician II

Stefanini North America and APAC; Norfolk (VA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits package including 401(k)

Tuition reimbursement

Professional development e-learning programs

Job summary

Stefanini North America and APAC is seeking a qualified individual for a desk-side support role in Norfolk, Virginia. The position entails troubleshooting hardware issues, managing tickets via ServiceNow, and performing maintenance on PC and Mac systems.

Ideal candidates will have at least 3 years of experience in corporate environments and must possess excellent communication skills to interact with both technical and non-technical audiences. A comprehensive benefits package is offered, including a 401(k) and tuition reimbursement.

Qualifications

• At least 3 years of corporate desk-side support experience with emphasis on Windows and macOS.
• Experience with Active Directory.
• Physical ability to lift equipment up to 50 pounds.

Responsibilities

• Troubleshoot and repair hardware issues on end-user devices.
• Use ServiceNow for ticket management.
• Conduct preventative maintenance and lifecycle management.

Skills

Knowledge of multiple manufacturers and operating systems

Excellent troubleshooting capability

Ability to work in a team environment

Strong technical communication skills

Excellent verbal and written communication skills

Ability to complete assignments with no supervision

Customer-oriented attitude

Job description

Overview

Stefanini is a full‑service global provider of offshore, onshore and nearshore IT services, including application development, outsourcing, IT infrastructure, systems integration, consulting, and strategic staffing for Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries.

Responsibilities

• Troubleshoot and repair hardware issues on end‑user devices.
• Perform urgent break/fix replacements in accordance with Knowledge Base Articles and work instructions.
• Conduct preventative maintenance and lifecycle management.
• Use ServiceNow for ticket management, queue management, and ticket follow‑up.
• Escalate tickets that cannot be resolved to the appropriate desktop support or third‑party vendor.
• Provide critical project support involving hardware and high‑touch user experience.
• Perform comprehensive site hardware asset inventory and maintain consumable device inventory count.
• Manage spare part and loaner pool, support IMACR/D requests.
• Engage OEM for warranty repairs and coordinate with them onsite.
• Assist clients with physical support for incidents related to network, datacenter, and other activities.
• Work on child tickets 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.
• Strong technical communication skills for both technical and non‑technical audiences.
• Excellent verbal and written communication skills.
• Ability to complete assignments with no supervision.
• Ability to search internally and externally for support information.
• Customer‑oriented attitude.
• Valid driver’s license and proof of auto insurance if travel is required.
• Attendance and schedule adherence are requirements of this position.
• Physical ability to walk, bend, lift equipment up to 50 pounds, and connect computer equipment.

Job Requirements

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

Benefits

• Work with brilliant minds in a global capacity.
• Comprehensive benefits package including 401(k), paid time off, tuition reimbursement, medical, dental, vision insurance.
• Professional development e‑learning programs at Stefanini University and other virtual trainings.

Company Culture

• Brazilian and privately owned company.
• Agility, flexibility, and innovation in our DNA.
• Flat organizational structure enabling faster communication and decision making.