Desktop Support Specialist

Stefanini Group; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Stefanini Group in New York, NY seeks an experienced Desktop Support specialist to deliver swift, professional deskside IT support and on-site analysis for client devices. You will install, configure, test, maintain, monitor, and troubleshoot workstations, mobiles, and related hardware/software to meet service levels.

Strong communication and ability to work under pressure are essential. Join a team that collaborates with global colleagues, documents solutions in knowledge bases, and contributes

Qualifications

• Minimum 5+ years of relevant Desktop Support/IT Helpdesk experience.
• Experience with configuring, installing, troubleshooting and repairing printers, PCs and laptops.
• Hands on experience with Windows 7/10/11 and MacOS support.
• Experience with VPN, Remote Desktop, Soft Phones and VDI.
• Strong communication skills and a track record supporting clients in a financial environment.

Responsibilities

• Provide swift and professional deskside IT support.
• Perform on-site analysis, diagnosis, and resolution of desktop problems and implement corrective solutions.
• Install, configure, test, and troubleshoot client workstations and mobile devices to meet service levels.
• Record, update, and resolve tickets using ServiceNow.
• Collaborate with global teams to troubleshoot client issues.
• Document technical support solutions for Knowledgebase.
• Meet or exceed customer service levels.

Skills

Desk‑top Support

IT Helpdesk

Windows 10/11

Mac OS

VPN

Remote Desktop

VDI

ServiceNow

Communication skills

Financial environment support

Education

No degree stated

Tools

ServiceNow

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

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