Desktop Support Specialist

Stefanini North America and APAC; San Francisco (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Stefanini Group is hiring in San Francisco for an End-User Support professional. The role covers first- and second-level support for hardware, software, and workplace technology, with focus on incident handling and service delivery.

You will manage device deployment, lifecycle services, asset records, and escalate with vendors when needed to ensure smooth IT operations and high customer satisfaction.

Qualifications

• End-User Support and Incident Management.
• Hardware support and lifecycle services.
• Asset and inventory management.
• Onsite desk-side support and workplace services.
• Remote phone assistance / warm transfers from Service Desk.
• Vendor and third-party coordination.

Responsibilities

• Provide first- and second-level End-User Support for hardware, software, and workplace technology issues.
• Manage and resolve incidents, service requests, and technical issues per SLAs.
• Deliver hardware support and lifecycle services including deployment, config, upgrades, maintenance, and replacement.
• Maintain accurate asset and inventory records for IT equipment throughout their lifecycle.
• Provide onsite desk-side support and workplace technology services for a seamless end-user experience.
• Deliver remote technical support via phone, email, and ticketing systems, including warm transfers from the Service Desk.
• Coordinate with vendors and third-party service providers to resolve hardware, software, and infrastructure issues.
• Support user onboarding, equipment setup, relocation, and technology refresh initiatives.
• Document troubleshooting activities, resolutions, and asset updates in ITSM tools.
• Ensure high customer satisfaction through professional communication and timely resolution.

Skills

End-User Support

Incident Management

Hardware Support

Lifecycle Services

Asset & Inventory

Onsite Support

Remote Assistance

Vendor Coordination

Job description

Stefanini Group is hiring!

Exciting opportunity awaits, let us help you get started!

Key Responsibilities:

• Provide first- and second-level End-User Support for hardware, software, and workplace technology issues.
• Manage and resolve incidents, service requests, and technical issues in accordance with established service levels.
• Deliver hardware support and lifecycle services, including device deployment, configuration, upgrades, maintenance, and replacement.
• Maintain accurate asset and inventory records for IT equipment and peripherals throughout their lifecycle.
• Provide onsite desk-side support and workplace technology services to ensure a seamless end-user experience.
• Deliver remote technical support via phone, email, and ticketing systems, including warm transfers from the Service Desk.
• Coordinate with vendors and third-party service providers to resolve hardware, software, and infrastructure-related issues.
• Support user onboarding, equipment setup, relocation, and technology refresh initiatives.
• Document troubleshooting activities, resolutions, and asset updates in the organization's IT service management tools.
• Ensure a high level of customer satisfaction through professional communication and timely issue resolution.

Job Requirements

Required Skills:

• End-User Support and Incident Management
• Hardware Support and Lifecycle Services
• Asset and Inventory Management
• Onsite Support and Workplace Services
• Remote Phone Assistance / Warm Transfers from Service Desk
• Vendor and Third-Party Coordination
• Supplier shall ensure that Supplier Personnel possess the technical and language capabilities required for the location of service delivery.

*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.