Desktop Support Specialist

Stefanini Group; Los Angeles (CA); Sur place; USD 60 000 - 80 000; Plein temps

Résumé du poste

Stefanini Group in Los Angeles is seeking an experienced deskside IT support specialist to provide swift and professional on-site assistance for clients. You will analyze, diagnose, and resolve desktop problems, install and configure workstations and mobile devices, and document solutions in Knowledgebase articles.

Applicants should have 5+ years in desktop support, experience with Windows and macOS, VPN, Remote Desktop, ServiceNow, and a proven customer-service track record in financial

Qualifications

• 5+ years of desktop support/IT Helpdesk experience.
• Experience troubleshooting printers, PCs and laptops.
• Proficient with Windows 7/10/11 and macOS support.
• Experience with VPN, Remote Desktop, and VDI.
• Experience with ServiceNow ticketing system.

Responsabilités

• Provide swift and professional deskside IT support.
• Perform on-site analysis, diagnosis, and resolution of desktop problems.
• Install, configure, test, maintain, monitor, and troubleshoot client workstations and devices.
• Record, update, and resolve tickets in the ServiceNow system.
• Collaborate with global support groups to troubleshoot issues.
• Document technical solutions in knowledgebase articles.
• Meet or exceed customer service level expectations.

Connaissances

Customer service

Communication skills

Analytical skills

Time management

Teamwork

Outils

ServiceNow

Remote Desktop

VDI

VPN

Description du poste

• Provide swift and professional deskside IT support
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilize tools for building, monitoring and troubleshooting client devices
• Participate in Disaster recovery testing exercises
• Upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels

Requirements:

• Minimum 5+ years of relevant experience in a Desktop Support/IT Helpdesk role.
• Experience configuring, installing, troubleshooting and repairing printers, PC and laptops.
• Hands on experience with Win 7, Win 10, Win 11 and MAC OS support.
• Windows Migration.
• Hardware/Software Troubleshooting
• Experience with VPN, Soft Phones, Remote Desktop, VDI.
• Asset Tracking/Inventory Management
• Phone and Tablet support (Windows, iPhone, iOS, Android)
• Experience with Ticketing System (ServiceNow).
• Strong Communications Skills
• Excellent proven track record supporting clients in a financial environment.
• Excellent proven customer service based approach
• Good written and verbal communication skills
• Strong organizational and analytical skills
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team