Deskside Technician II - Stefanini Group

Madison, WI 53702

About the Job

Job #55889

Who we are

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?

Supporting IT equipment in large corporate environment
Desktop/laptop tech support (Mac and PC)
Windows 7/10 operating systems
Support mobile devices, printers, scanners, wireless, VPN, etc.
IMAC Support - IT equipment Install/Move/Add/Change
Maintain repairs, spare parts, and components
Research and troubleshoot problems
Maintain system configurations and documentation
Track and resolve customer incidents and requests through the client's ticketing tool
Troubleshoot and resolve hardware and software issues for Windows devices
Backup, restoration, and migration of user data
Smart Hands support with networking, server, and telecommunications technologies
Printer and peripheral device support
Inventory management of IT assets including asset auditing
Ability to research and follow appropriate KB articles
Ability to work on-call and other after-hours support needs
May provide Executive support
Various other tasks associated with deskside services
May need to be available to provide support at other client locations as needed
Other duties as assigned

What do you need to succeed?

Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
Able to uphold a positive attitude at all times, even under stressful conditions
Experience supporting remote facilities and users
Excellent verbal and written communication skills
High level of professionalism and strong personal interaction skills
Ability to perform in-depth research and troubleshooting for complex technical issues
Ability to prioritize and complete all work tasks with minimal supervision
Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
Ability and willingness to learn new technologies
High School Diploma (required)
Deskside / Desktop / End User Computer experience, ideally in a corporate environment
Proven ability to handle challenging, rapid-response user support
Proven ability to balance, prioritize and organize multiple tasks

Desired Characteristics

A+ Certification
Microsoft Certified Professional (MCP)
ITIL Foundations
Lean Six Sigma

* Supporting IT equipment in large corporate environment

* Desktop/laptop tech support (Windows Pc's)

* Windows 7/10 operating systems

* Support mobile devices, printers, scanners, wireless, VPN, etc.

* IMAC Support - IT equipment Install/Move/Add/Change

* Maintain repairs, spare parts, and components

* Research and troubleshoot problems

* Maintain system configurations and documentation

* Track and resolve customer incidents and requests through the client's ticketing tool

* Troubleshoot and resolve hardware and software issues for Windows devices

* Backup, restoration, and migration of user data

* Smart Hands support with networking, server, and telecommunications technologies

* Printer and peripheral device support

* Inventory management of IT assets including asset auditing

* Ability to research and follow appropriate KB articles

* Ability to work on-call and other after-hours support needs

* May provide Executive support

* Various other tasks associated with deskside services

* May need to be available to provide support at other client locations as needed

* Other duties as assigned

* New hire build setups and replacement of PC's that require it.

* Complete and troubleshoot Data Migration from old pc to new pc when doing replacements.

* Test and clean PCs, laptops and other related hardware as needed.

* Maintain, analyze, and troubleshoot software and computer peripherals as needed.

* Set up, configure and add all required hardware during upgrade or replacements.

* Restore all user and configuration data from user's backup.

* Provide technical support to end users via telephone or at their desk.

* Assure that all tickets requiring follow up work and/or calls are resolved to closure within target SLA's.

* Assist in researching and documenting improvements to processes upon discovery.

* Assist coworkers in resolution of end users' technical issues post migration.

* Assist with inventory and disposals when needed.

* Able to perform in a fast-paced environment..

What you'll get

Work with brilliant minds, often within a global capacity;
Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.

Why we're different

Brazilian and privately owned company;
Agility, flexibility, and innovation are in our DNA;
Flat organizational structure which enables faster communication and decision making;

Refcode: 55889_589

Source : Stefanini Group