Sr. Deskside Technician at Stefanini Group

Communicate professionally with client, team, and management. The individual must possess expert-level technical knowledge of a specific field of technical operations and be able to provide ideas, feedback, and support to the team. This role is an in person and required to be onsite.

Job Responsibilities: 

Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements. 

• Deliver service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.
• Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.
• Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.
• Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.
• Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.
• Follow all Safety requirements and complete the client specific safety training 
• Monitor/Work in Ticket Queue while meeting SLA
• Shipping and receiving of equipment
• Break Fix Orders (Non-Warranty and Warranty)
• Check out loaner laptops using site-specific processes if applicable 
• Conference Room Support, AV Support/Zoom/Teams Support
• Mobile Device deployment and support
• Parts Closet maintenance & audits
• Printer break/fix and set up configuration 
• Toner maintenance (where applicable)
• Network drops and set up 
• Adherence to and continuous update of deployment documentation and checklist
• Participate in meetings with client IT Site Coordinators and others as needed
• Supporting IT equipment in large corporate environment 
• Provide Executive support to customer VIP's 
• Travel with VIP for major events/conferences as required
• Desktop/laptop tech support (Mac and PC) 
• Support mobile devices, printers, scanners, wireless, VPN, etc. 
• IMAC Support - IT equipment Install/Move/Add/Change 
• Inventory management of IT assets including asset auditing 
• Research and troubleshoot problems 
• Maintain system configurations 
• Maintain and updated support documentation
• Ability to research and follow appropriate Knowledge Base articles 
• Remote support as needed 
• Backup, restoration, and migration of user data 
• Printer and peripheral device support 
• Work on-call and provide other after-hours support based on customer needs
• Provide support at other client locations as needed
• Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employment
• Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDM
• Participate in quarterly 'all-team' meetings as required by SDM
• Assist the TL in developing and implementing improvement plans for service failures (SLAs/KPIs)
• Assist TL with resource management for any projects arising from client, including status reporting and planning
• Engagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility

Knowledge of the following tools and technologies: 

• Remote Management/endpoint management tools (i.e. Workspace One)
• Two-factor Authentication (i.e. OKTA) 
• Active Directory: Users & computers administration 
• Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS 
• Bitlocker & TPM 
• Pulse Secure
• Zoom - User administration, Room setup, User guidance 
• Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi
• Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path 
• Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware 
• Advanced Windows, O365, collaboration tools
• Service Now experience a plus

   3+ years relevant experience

• �         Valid Driver license
• �         Relevant industry knowledge (IT deployments in an international environment)
• �         Able to always uphold a positive attitude, even under stressful conditions
• �         Excellent verbal and written communication skills
• �         Ability to communicate technical information to nontechnical people
• �         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
• �         Proven ability to handle challenging, rapid-response user support
• �         Proven ability to balance, prioritize and organize multiple tasks
• �         High school diploma (required)
• �         Attendance and schedule adherence are requirements of this position

Competences Required in this Role:

• 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. 
• Proven ability to handle challenging, rapid-response user support. 
• Proven ability to balance, prioritize and organize multiple tasks. 
• Professional acumen 

Desired Characteristics:

• A+ Certification 
• Microsoft Certified Professional (MCP) 
• ITIL Foundations

Refcode: 58936_589