Desktop Support Specialist

Stefanini Group; New York (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

A leading global provider is seeking a Desktop Support professional to deliver exceptional IT support. In this role, you will be responsible for diagnosing and resolving client issues, maintaining high customer service levels, and working closely with a dedicated support team. Ideal candidates will have extensive experience in desktop support, particularly within financial environments, showcasing strong technical and communication skills.

Qualifications

• Minimum 8 years relevant experience in a Desktop Support/IT Helpdesk role.
• Hands-on experience with Windows 7, 10, 11 and MAC OS support.
• Experience configuring and troubleshooting printers, PCs and laptops.

Responsibilities

• Provide desktops support for clients, resolving BAU tickets.
• Collaborate with global support groups to troubleshoot issues.
• Participate in disaster recovery testing exercises.

Skills

Communication

Customer Service

Technical Troubleshooting

Time Management

Analytical Skills

Tools

ServiceNow

VPN

Remote Desktop

Job description

Details:

Stefanini Group is hiring!

Exciting opportunity awaits, let us help you get started!

Click Apply now or you may call: [phone] / email: Deepak Tyagi ([e-mail]) for faster processing!

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.

Details:

• Minimum 8 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.

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