Senior Desktop Support & IT Troubleshooting Specialist
Stefanini North America and APAC
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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
Tools
Job description
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.
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