IT Specialist II

Stefanini, Inc; New York, Northern (NY, KY); Hybrid; USD 58,000 - 62,000; Full time

Job summary

Stefanini, Inc is seeking an IT Support Specialist II in New York, NY to provide onsite support for Windows and Mac desktops, printers, and peripheral devices across engineering and manufacturing teams. You will be the local IT resource handling incidents, requests, and basic changes while following SOPs and documenting solutions.

Ideal candidates have strong customer service, ability to work independently in a fast-paced environment, and familiarity with CAD-related tools.

Qualifications

• Experience supporting Windows and Mac desktop environments.
• Ability to manage end-user hardware, printers, and peripherals.
• Familiarity with ITIL/ITSM concepts and incident/change management.

Responsibilities

• Act as the onsite single point of contact for internal client technical issues.
• Provide local technical support for hardware and software, including CAD-related tools.
• Follow SOPs and document solutions in knowledge articles and runbooks.
• Track and escalate incidents using ServiceNow and coordinate with IT teams.

Skills

Windows & Mac support

End-user hardware handling

ITSM practices

ServiceNow experience

Customer service

Documentation skills

Training ability

Communication skills

Tools

ServiceNow

Job description

Join us to co-create solutions for a better future!

Job Details

IT Specialist II New York,NY Posted:9/10/2026

Job ID#: 64865

Job Category: END USER TECHNICAL SUPPORT

Position Type: Full Time

Duration: Indefinite

Remaining Positions: 1

Details

Position Overview

Our client is seeking an IT Support Specialist to provide onsite technical support for Windows and Mac desktop environments supporting engineering, design, manufacturing, and business operations. This role serves as the primary local IT resource, providing support for end-user hardware, software, collaboration tools, mobile devices, network printers, scanners, and specialized CAD/CAM related technologies.

This position will be responsible for providing service delivery which includes incident, problem, and change management to facilitate Information Technology initiatives within the location.

The ideal candidate will have strong desktop support experience, excellent customer service skills, and the ability to work independently in a fast-paced operational environment. Experience supporting engineering, design, or manufacturing environments is preferred but not required.

This role offers the opportunity to participate in various IT initiatives, endpoint modernization efforts, manufacturing technology projects, and enterprise IT deployments.

Key Accountabilities

Provide local technical support and assistance for all computer hardware (laptops, printers, telephones, scanners, tablets, mobile devices, etc.). Act as the onsite single point of contact for internal client technical issues, working with internal and external IT teams, including external vendors. This role also provides dedicated support for design and engineering environments, with a strong emphasis on Rhino 3D, AutoCAD, Solidworks, and other design, engineering and manufacturing applications used by the design, manufacturing and engineering teams.

Install and configure workstations, software, and systems as designated by the Information Technology division. Follow SOPs and Knowledge documentation to ensure consistent solution delivery. Provide support assistance to internal and external Information Technology teams for all project and support related deliverables pertinent to the location.

Perform IT Service management by utilizing ServiceNow to track, update and resolve incidents and requests for local operations, ensuring adherence to documented processes and policies. This includes communicating escalations to management and external IT Teams.

Provide training and knowledge transfer to operation staff, including the creation of documentation for site-specific processes in the form of Knowledge Articles and SOPs.

Monitor health and track maintenance of local IT Systems, including Network, Server, Telephony, and other critical systems and processes, particularly license servers or administrative portals that support design, engineering and manufacturing software applications. This includes tracking and maintaining IT assets and inventory specific to the location.

Job Requirements Details:

Job Requirements

Details:

Technical Skills and Knowledge

• Strong knowledge of end-user hardware and peripherals, including:
  • Laptops and desktops
  • Printers, scanners, and networked devices
• Experience installing, configuring, and troubleshooting:
  • Workstations and standard enterprise software
  • Network-connected devices and peripherals
• Working knowledge of IT Service Management (ITSM) practices and tools (e.g., ServiceNow or similar ITSM tools), including:
  • Incident, request, problem, and change management
  • Accurate ticket documentation and status updates
• Basic understanding of:
  • Networking fundamentals and connectivity troubleshooting
  • Server, network, and telephony system health monitoring from a site-support perspective
• Experience with IT asset and inventory management, including tracking and maintaining site-specific equipment inventory.

Documentation, Training, and Communication

• Ability to follow and apply standard operating procedures (SOPs) and knowledge documentation
• Experience creating and maintaining:
  • Knowledge Articles
  • Site-specific SOPs
  • User-facing technical documentation and support runbook guides
• Ability to provide effective training and knowledge transfer to manufacturing and operational staff
• Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users

Professional Competencies

• Strong problem-solving skills with the ability to resolve most technical issues independently
• Ability to elevate complex or high-impact issues appropriately and communicate clearly with IT leadership and support partners
• High level of motivation and interest in learning new technologies and processes
• Ability to work effectively with minimal supervision in a fast-paced, operational environment
• Strong organizational skills and attention to detail, particularly in documentation, ticketing, and asset tracking
• Reliable attendance and schedule adherence to support manufacturing and business operations

Level of Knowledge, Skills, and Authority

• Applies established and advanced IT support concepts, practices, and procedures within a manufacturing or operational environment
• Adapts tools, processes, and techniques to meet location-specific requirements
• Performs varied and moderately complex work under limited supervision
• Resolves majority of local IT issues independently, escalating only the most complex problems
• Operates within defined policies while exercising sound judgment to ensure consistent service delivery

$ 42.00 - $ 45.00