Desktop Support Specialist

Stefanini North America and APAC; Los Angeles (CA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Dress code: Business casual

Job summary

Stefanini Group is seeking a Level 2 IT Support Specialist to provide deskside and remote assistance for clients. The role emphasizes excellent communication as you diagnose and resolve desktop issues and manage devices across Windows, macOS, printers, and mobile platforms.

You will work with VPN, Remote Desktop, and VDI tools, log incidents in ServiceNow, and collaborate with global teams. A strong customer-service approach and ability to work independently are required.

Qualifications

• 5+ years in Desktop Support/IT Helpdesk.
• Experience configuring, installing, troubleshooting and repairing printers, PCs and laptops.
• Hands-on experience with Windows 7/10/11 and macOS support.
• Windows 11 Migration.
• VPN, Soft Phones, Remote Desktop, VDI experience.
• Asset tracking / Inventory management.
• Phone and tablet support (Windows, iOS, Android).
• Strong communications and customer service skills.

Responsibilities

• Provide swift and professional deskside IT support.
• On-site analysis, diagnosis, and resolution of desktop problems; implement solutions.
• Install, configure, test, and maintain client workstations and related devices.
• Use ticketing system to record, update, and resolve tickets.
• Collaborate with other support groups across global locations.

Skills

Desktop support

Printer troubleshooting

Windows/macOS support

Windows 11 migration

VPN/VDI/Remote Desktop

ServiceNow ticketing

Strong communication

Time management

Team player

Tools

ServiceNow

Job description

Stefanini Group is hiring! Exciting opportunity awaits, let us help you get started!

Job Description

The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

• 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
• Other duties as assigned by the Level 2 Support Manager.

Job 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 11 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
• Good time management skills
• Strong organizational and analytical skills
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team
• Dress Code: Business casual

*Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives*

About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas, Europe, Africa and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting, company with global presence. We are CMM Level 5 company.