IT Onsite Technician (m/f/d)

Stefanini, Inc; Germany (OH); On-site; USD 45,000 - 60,000; Full time

Job summary

Stefanini, Inc is seeking a dedicated IT Support Technician to provide comprehensive hardware and software support. The ideal candidate will have a robust understanding of end-user hardware, software applications, and be proficient in both German and English.

This position involves diagnosing issues, managing software patches, and utilizing ServiceNow for incident management. Opportunities for career progression and involvement in advanced technical activities are available.

Qualifications

• Strong knowledge of end-user hardware and troubleshooting.
• Experience using ServiceNow for ticket management.
• Understanding of asset and device lifecycle management.
• Active Directory exposure preferred.

Responsibilities

• Install, configure, move, and decommission end-user hardware.
• Diagnose and resolve issues related to desktops, laptops, and printers.
• Install and update software applications using endpoint management tools.
• Log and resolve incidents and service requests using ServiceNow.
• Provide 1st and 2nd line technical support to end users.
• Assist in hardware refreshes and software rollouts.

Skills

End-user hardware troubleshooting

Microsoft Office suite

SCCM / Intune / Company Portal

ServiceNow for ticket management

Planning and organizing

Problem solving

Interest in technology

German proficiency

English proficiency

Job description

Job Responsibilities

• Hardware Support
  • Install, configure, move, and decommission end-user hardware;
  • Diagnose and resolve issues related to desktops, laptops, printers, scanners, and other workplace devices.
• Software & Deployment
  • Install, configure, and update software applications;
  • Manage software patches and updates using endpoint management tools (e.g., SCCM / Company Portal);
  • Support standard system builds and configurations;
  • Service Management (ServiceNow);
  • Log, track, and resolve incidents and service requests using ServiceNow;
  • Ensure accurate documentation and timely updates of tickets;
  • Adhere to SLAs and maintain high-quality ticket hygiene.
• Support & Troubleshooting
  • Provide 1st and 2nd line technical support to end users;
  • Perform root cause analysis and problem resolution;
  • Escalate complex issues appropriately.
• Project Support
  • Assist in small-scale projects such as hardware refreshes and software rollouts;
  • Support testing of new systems or applications where required.

Job Requirements

• Strong knowledge of end-user hardware and troubleshooting;
• Microsoft Office suite;
• Endpoint management tools (SCCM / Intune / Company Portal);
• Experience using ServiceNow for ticket management.

Basic Understanding

• Asset and device lifecycle management;
• Active Directory (user/device level exposure preferred).

Qualifications & Skills

• Planning and organizing;
• Problem solving;
• Interest in technology.
• German: Excellent written and spoken proficiency - mandatory;
• English: Upper-intermediate written and spoken proficiency - mandatory.
• Desired qualifications:
  • Knowledge of End User Workspace platforms (discovery, asset management, client management);
  • A strong enthusiasm for artificial intelligence is very nice to have, with a desire to explore and utilize our internal SAI Library tool in excelling in your role.

Opportunity for career progression with increased practical experience, and involvement in more advanced Smarthands activities.