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Desktop Support Specialist

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
New York (USA), United States

Offer summary

Qualifications:

Minimum 5 years of IT Helpdesk experience, Experience with Win 7, 10, 11 and MAC OS support, Hands-on printer, PC and laptop repair experience, Familiarity with VPN, Soft Phones, Remote Desktop, Experience with Ticketing System (ServiceNow).

Key responsabilities:

  • Provide deskside IT support
  • Diagnose and resolve desktop issues
  • Install and troubleshoot client workstations
  • Record and update tickets in management system
  • Collaborate globally to troubleshoot client issues
Stefanini Group logo
Stefanini Group Information Technology & Services XLarge https://stefanini.com/
10001 Employees
About Stefanini Group
We are a global company with 30 years of experience in the market, offering a robust selection of services such as automation, cloud, Internet of Things (IoT) and user experience (UX). Today, we provide a broad portfolio of solutions, combining innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services with traditional solutions such as service desk, field service, and outsourcing (BPO). We maintain our excellence by investing in technological innovations, the best partnerships, acquisitions of companies worldwide, and the hiring of highly trained professionals. We believe technology can revolutionize a company and innovation is essential to foster development and competitiveness. We also value new ideas and the power of an open mind, so we recognize every talent is essential to the quality of our projects and especially to our progress.
See more Stefanini Group offers

Job description

Details:

Job Description

Stefanini Group is hiring!

Exciting opportunity awaits, let us help you get started!

Click Apply now or you may call: (248) 728-2611 / email: Palak Agrawal (palak.agrawal@stefanini.com) for faster processing!

The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

Job Description:

  • Provide swift and professional deskside IT support
  • Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
  • Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
  • Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
  • Collaborate with other support groups across global locations to help troubleshoot client issues
  • Utilize tools for building, monitoring and troubleshooting client devices
  • Participate in Disaster recovery testing exercises
  • Upholding procedures for logging, reporting, and statistically monitoring desktop operations
  • Write technical support and client documentation in form of Knowledgebase articles
  • Meet or exceed expected customer service levels
  • Other duties as assigned by the Level 2 Support Manager.

Job Requirements

Details:

  • Minimum 5 years of relevant experience in a Desktop Support/IT Helpdesk role.
  • Experience configuring, installing, troubleshooting and repairing printers, PC and laptops.
  • Hands on experience with Win 7, Win 10, Win 11 and MAC OS support.
  • Windows 11 Migration.
  • Hardware / Software Troubleshooting
  • Experience with VPN, Soft Phones, Remote Desktop, VDI.
  • Asset Tracking / Inventory Management
  • Phone and Tablet support (Windows, iPhone, iOS, Android)
  • Experience with Ticketing System (ServiceNow).
  • Strong Communications Skills
  • Excellent proven track record supporting clients in a financial environment.
  • Excellent proven customer service based approach
  • Good written and verbal communication skills
  • Good time management skills
  • Strong organizational and analytical skills
  • Ability to multi-task and work under pressure
  • Ability to work autonomously and within team
  • Dress Code: Business casual

*Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives*

About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas, Europe, Africa and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting, company with global presence. We are CMM Level 5 company.

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Recovery TestingVPN TunnelsHardware TroubleshootingRemote Desktop SoftwareDesktop SupportKnowledge BasePhone SupportMac/Apple SupportAsset TrackingInventory ManagementMicrosoft Windows 10Microsoft Windows 7Empowerment

Other Skills

  • Customer Service
  • Time Management
  • Multitasking
  • Verbal Communication Skills
  • Organizational Skills
  • Analytical Skills
Are you interested?

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