Desktop Support Specialist

Stefanini North America and APAC; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading company is seeking a Level 2 IT Support Specialist to provide exceptional deskside support and troubleshoot client issues. The ideal candidate will have strong technical skills, excellent communication abilities, and a customer-oriented approach. Join a global provider recognized for excellence in IT consulting and support.

Qualifications

• Minimum 2 years of relevant experience in Desktop Support/IT Helpdesk roles.
• Experience with configuring, installing, troubleshooting, and repairing printers, PCs, and laptops.

Responsibilities

• Provide swift and professional deskside IT support.
• Perform onsite analysis, diagnosis, and resolution of desktop problems.
• Collaborate with global support teams to troubleshoot client issues.

Skills

Communication

Customer Service

Technical Troubleshooting

Tools

ServiceNow

Windows 7

Windows 10

Windows 11

Mac OS

VPN

Softphones

VDI

Job description

Job Description

Stefanini Group is hiring! Exciting opportunity awaits. Let us help you get started! Click Apply now or contact us at [phone] or email Manisha Singh at [e-mail] for faster processing.

The Level 2 Team is the face of IT for our clients, serving as the window to broader technology groups. Responsibilities include resolving BAU tickets created by the Level 1 Team, reacting to escalations, and providing onsite or remote support to clients, including remote offices and remote workers. Excellent communication, customer service skills, and strong technical troubleshooting abilities are essential.

Job Responsibilities

• Provide swift and professional deskside IT support
• Perform onsite analysis, diagnosis, and resolution of desktop problems; recommend and implement solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices, and related hardware/software
• Use the ticket management system to record, update, and resolve helpdesk tickets
• Collaborate with global support teams to troubleshoot client issues
• Utilize tools for building, monitoring, and troubleshooting client devices
• Participate in disaster recovery testing exercises
• Maintain procedures for logging, reporting, and monitoring desktop operations
• Create technical support and client documentation, including Knowledgebase articles
• Meet or exceed customer service expectations
• Perform other duties as assigned by the Level 2 Support Manager

Job Requirements

• Minimum 2 years of relevant experience in Desktop Support/IT Helpdesk roles
• Experience with configuring, installing, troubleshooting, and repairing printers, PCs, and laptops
• Hands-on experience with Windows 7, 10, 11, and Mac OS support
• Experience with Windows 11 Migration
• Hardware and software troubleshooting skills
• Experience with VPN, softphones, remote desktop, VDI
• Asset tracking and inventory management experience
• Support for phones and tablets (Windows, iPhone, iOS, Android)
• Experience with ServiceNow ticketing system
• Strong communication skills
• Proven track record supporting clients in financial environments
• Customer service-oriented approach
• Good written and verbal communication skills
• Effective time management and organizational skills
• Ability to multitask, work under pressure, and work autonomously or in a team
• Dress code: Business casual

*Salary ranges may vary based on experience, qualifications, and market conditions. Some positions may include bonuses or incentives.*

About Stefanini Group

The Stefanini Group is a global provider of outsourcing, IT consulting, systems integration, application, and staffing services to Fortune 1000 companies worldwide. Our presence spans the Americas, Europe, Africa, and Asia, serving over 400 clients across various markets including financial services, manufacturing, telecommunications, and more. Stefanini is a CMM Level 5 company, recognized for our excellence in IT consulting and global reach.