Sr. Deskside Technician

Who we are

For 35+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.   

 
 Job Description

• Provide support for Windows, Android, iOS, software, and hardware, onsite in various settings including corporate offices, plants and laboratories

• Provide 'White Glove' support for senior leadership and VIPs

• Stage, provision, and deploy IT machines to end users following best business practices
• Diagnose, troubleshoot, and implement fixes for a variety of technology 
• Configure, troubleshoot, and deploy mobile devices & other audio/ visual equipment
• Troubleshoot VPN, and VDI connectivity
• Create, modify, and follow appropriate KB articles
• Manage workload via ticketing software
• Prioritize and complete work in a group and independently with minimal supervision 
• Communicate technical information to non-technical audiences 
• Smart Hands remote support for offsite resolver groups
• Inventory management of IT assets including asset auditing

• Guide and mentor team members advanced technical level procedures

• Other duties as assigned

Requirements
 

• 2+ years corporate computer support with strong emphasis on Microsoft Windows
• Willingness and ability to travel on occasion within the continental US
• Flexibility in availability, which may occasionally extend to evenings and weekends to support on-demand needs outside of regular business hours
• Advanced level troubleshooting capability
• Advanced level experience with Microsoft Office/ Office 365 suite
• Advanced level experience with computer imaging software and data migration processes (e.g., SCCM, Intune, Autopilot or equivalent)
• Advanced level experience with Active Directory (OU/ Domain Trust Relationship concepts)
• Understanding of Windows architecture including permissions, file structure and registry
• Experience with endpoint protection and encryption (Bitlocker) support
• Advanced level experience with using remote desktop support tools
• Ability to maintain composure while handle challenging, dynamic, rapid-response user support

• Demonstrate high level of professionalism and strong personal interaction skills

• Maintain neat and professional work area and appearance in compliance with site policies
• High School Diploma or equivalent
• Ability to perform in-depth research and troubleshooting for complex technical issues
• Ability to walk, bend, stand for prolong periods of time, and lift equipment up to 50 pounds 

• Demonstrate and exemplify a high level of professionalism and strong personal interaction skills
• Ability to work on-call and other after-hours support needs

• Maintain valid driver"s license
• Maintain neat and professional work area and appearance in compliance with site policies
• Ability to pass standard panel drug screening and background check
• Ability to adhere to scheduled shift

 Desired Characteristics

• A+ Certification
• Microsoft Certified Professional (MCP)
• ITIL Foundations
• Lean Six Sigma
• Mac/Apple experience, a plus 
• Experience with Basic network concepts (Active Directory / Workstation - Domain Trust Relationship)  
• Experience Interfacing with client and internal leadership, providing updates and alignment
• Experience as an Escalation Point for significant events
• Experience providing training and mentoring

 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;