Deskside Technician II

Stefanini North America and APAC; San Francisco (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Stefanini North America and APAC is seeking a Deskside Technician II to support a globally recognized client in the San Francisco area. The role focuses on hands-on hardware troubleshooting, end-user device repair, and lifecycle management, with direct support in Windows and Mac environments.

The ideal candidate will perform hardware replacements, asset inventory, imaging and staging, and coordinate with vendors for on-site lifecycles, while maintaining excellent communication and teamwork

Qualifications

• Minimum 3 years of desktop support experience.
• Strong Windows and MacOS troubleshooting.
• Imaging and staging PCs experience.
• Knowledge of Active Directory.
• Ability to travel locally.
• Excellent verbal and written communication.

Responsibilities

• Troubleshooting and repairing hardware issues.
• Urgent break/fix replacements per Knowledge Base articles.
• Preventative maintenance and lifecycle management.
• Troubleshooting HW on end user devices.
• Manage ServiceNow queue and tickets; follow-up.
• Escalate tickets to desktop support or 3rd party as needed.
• Support on-site lifecycle projects with hardware and user focus.
• Maintain site hardware asset inventory and loaner parts pool.
• Assist client with incidents related to network, datacenter and related activities.
• Work on child tickets as assigned by Level 2/3 staff.

Skills

Troubleshooting

Hardware support

Teamwork

Communication

Tools

Active Directory

Job description

Stefanini Groupis looking for Deskside Technician II for a globally recognized company!

Duties And 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 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 of min. experience as Desktop Support Specialist.
• 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