Desktop Support Specialist

Stefanini North America and APAC; Miami (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

Stefanini Group is seeking an experienced Level 2 Desktop Support professional to provide deskside IT support across client sites and remote locations. You will diagnose and resolve hardware and software issues, install and maintain devices, and document solutions for knowledge bases.

Strong communication and multitasking in a financial environment are essential. Minimum 5 years of relevant experience required, with proficiency in Windows/Mac, VPN, Remote Desktop, and ServiceNow.

Qualifications

• 5+ years in Desktop Support/Helpdesk.
• Experience with Win7/10/11 and Mac OS.
• Printer, PC and laptop troubleshooting proficiency.
• Experience with VPN, Remote Desktop and VDI.
• Strong communication and customer service skills.

Responsibilities

• Provide deskside IT support quickly and professionally.
• On-site analysis and resolution of desktop problems; implement fixes.
• Install, configure, test, and maintain workstations and mobile devices.
• Record and resolve tickets in the ServiceNow system.
• Collaborate with global teams to troubleshoot issues.
• Create Knowledgebase articles and document procedures.
• Meet or exceed customer service levels.
• Support disaster recovery testing exercises.

Skills

Deskside IT support

Windows 10/11

Mac OS support

Printer setup

VPN

Remote Desktop

ServiceNow

VDI

Time management

Tools

ServiceNow

VDI

VPN

Remote Desktop

Job description

Stefanini Group is hiring!

Exciting opportunity awaits, let us help you get started!

Details

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.

Job Description

• 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.