Deskside Technician II

at  Stefanini Inc

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.
The office is on 5th Ave ( HQ) ~100 users , another smaller office with 40 users is walking distance, and an office in Jersey City with around 40 users. The tech would visit the JC office once a week or as needed.
The environment is 75% Windows and 25% MACs
Many execs, white glove service in HQ

MAIN DUTIES AND RESPONSIBILITIES:

• Leverage experience to diagnose and resolve software and hardware incidents, including operating systems (IOS, Windows, Mac) and across a range of software applications including but not limited to off the shelf & business specific application.
• Assist all users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalating incidents to other support teams where necessary.
• Manage local inventory.
• Accurately record, update and document requests using the service desk system.
• Install and configure equipment inclusive of all MACD (Move, Add, Change, Deletion) processes, and New Hire onboarding.
• Resolve incidents and upgrade different types of software and hardware including but not limited to Conference rooms AV equipment, printers, copiers and scanners.
• To maintain a first-class level of customer service ensuring that all users are treated efficiently and in an appropriate manner.
• Communicate effectively with technical and non-technical colleagues at all levels in the organization.
• The ability to lift up to 40 pounds to a height of 3-4 feet for racking purposes or carrying from one location to another within office perimeter.

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