Desktop Support Specialist

Stefanini North America and APAC; San Francisco (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

Stefanini North America and APAC is seeking an experienced Level 2 IT Support specialist to provide deskside and remote assistance for clients, including on-site visits and remote work from home.

You will diagnose, resolve desktop problems, install configurations, manage tickets in ServiceNow, and collaborate with global teams to ensure service levels.

The role requires strong communication, 5+ years in similar roles, and a disciplined approach to documentation and disaster recovery testing.

Qualifications

• 5+ years of experience in desktop support or IT helpdesk.
• Experience configuring, installing, and troubleshooting printers, PCs and laptops.
• Strong knowledge of Windows 7/10/11 and macOS; VPN and remote access.

Responsibilities

• Provide swift and professional deskside IT support
• On-site analysis, diagnosis, and resolution of desktop problems
• Install, configure, test, maintain, monitor and troubleshoot client workstations and devices
• Record, update and resolve tickets in the ticketing system (ServiceNow)
• Collaborate with global support groups to troubleshoot client issues
• Participate in disaster recovery testing
• Write technical support and client documentation as Knowledgebase articles
• Meet or exceed customer service levels

Skills

Desktop Support

IT Helpdesk

Printers & peripherals

Windows 7/10/11

macOS support

VPN & Remote Desktop

VDI

ServiceNow

Customer service

Communication skills

Tools

ServiceNow

Job description

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.