Lead Deskside Technician (onsite)
Posted on: June 25, 2022
Stefanini Group is hiring!
Do you want to be a part of a highly innovative, digitally
transformative team and work on cutting edge, state of the art
technologies? If yes, then this is for you!
Exciting opportunity awaits, let us help you get started!
Click Apply now or call Micah Andres at (248) 386-7399 for faster
Open to W2 candidates only!
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
environmentDesktop/laptop tech support (Mac and PC)Windows 7/10
operating systemsSupport mobile devices, printers, scanners,
wireless, VPN, etc.IMAC Support - IT equipment
Install/Move/Add/ChangeMaintain repairs, spare parts, and
componentsResearch and troubleshoot problemsMaintain system
configurations and documentationTrack and resolve customer
incidents and requests through the client's ticketing
toolTroubleshoot and resolve hardware and software issues for
Windows devicesBackup, restoration, and migration of user dataSmart
Hands support with networking, server, and telecommunications
technologiesPrinter and peripheral device supportInventory
management of IT assets including asset auditingAbility to research
and follow appropriate KB articlesAbility to work on-call and other
after-hours support needsMay provide Executive supportVarious other
tasks associated with deskside servicesMay need to be available to
provide support at other client locations as neededOther duties as
What do you need to succeed?
Experience supporting Mac OS, Windows OS, Microsoft Office, Smart
Phones, AV Conferencing Systems, Printers and PC hardwareAble to
uphold a positive attitude at all times, even under stressful
conditionsExperience supporting remote facilities and
usersExcellent verbal and written communication skillsHigh level of
professionalism and strong personal interaction skillsAbility to
perform in-depth research and troubleshooting for complex technical
issuesAbility to prioritize and complete all work tasks with
minimal supervisionAbility to walk, bend, stand for long hours, and
lift equipment up to 50 poundsAbility and willingness to learn new
technologiesHigh School Diploma (required)Deskside / Desktop / End
User Computer experience, ideally in a corporate environmentProven
ability to handle challenging, rapid-response user supportProven
ability to balance, prioritize and organize multiple tasks
Microsoft Certified Professional (MCP)
Lean Six Sigma
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
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;
Take a look for yourself
Here's one of our own, talking about the culture, space and growth
Job Title: Non-Manufacturing Site IT Leader
Position Reports to: Director, Digital Infrastructure and
Individuals in this position must be knowledgeable with concepts,
policies, procedures, and the software images utilized in the
company and must be able to communicate technical terminology with
effective suitable language for non-technical customers.
Provide local End User Support for all Conference Rooms, PC
Hardware & Software, mobile devices, Printers, user accessibility,
and related issues so the local and remote users are able to
perform their assigned duties on a daily basis.
Order, Build, and configure new PCs including installation of
software along with end user customizations. Deliver PC to end
users with instructions and provide the appropriate
Maintain inventory of equipment; determine and perform periodic
refresh of user equipment (laptop & desktop) based on predetermined
Manage, monitor, support all AV related equipment and services in
the local conference/meeting rooms
Perform Move, adds, and changes on office phones and systems.
Provide hardware and software support, in person or via the
telephone, on a wide range of systems, including workstation
hardware, specialized business applications and general
Provide answers and solutions to complex questions and problems
concerning Windows desktop configuration, networking, printing, and
standard desktop hardware and software.
Monitor and update ITSM system for local tickets. This includes
managing open tickets and updating end users appropriately on the
status of their issue. Escalate tickets as necessary to management
per approved guidelines.
Document and react to any daily operation anomalies including
incident reporting, system failures and security breaches.
Address customer complaints and escalations and report them to your
Ensure you meet or exceed all SLAs.
Working with the Service Desk Lead to provide updates to Service
Desk Standard Operating Procedures
Provide white glove support for senior management executives and
high-profile customers to ensure their needs are handled
Ensure obsolete equipment is properly disposed of in accordance
with Phibro polices. Local, state, and federal government mandated
requirements must be followed on all disposal activities
Lead and manage local projects, systems and procedures to meet
Provide local support to the Infrastructure and Operations team
reacting to local operational status of servers, WAN circuits,
routers, network hubs, and switches across the location.
Thorough knowledge of applications used by Phibro including but not
limited to: Microsoft Office 365 (this would encompass the entire
suite rather than listing the apps independently) Microsoft Office
2016; Outlook 2016; Windows 10 Operating System; Anti-Virus;;
Microsoft Office 365; Active Directory User set up (this isn"t
currently a task for this person) and maintenance; EndPoint Manager
software imaging, packaging and deployment experience is
Experience in building and deploying PCs; Upgrading and deployment
Respond to requests for assistance via phone, email, ITSM system,
or walk-ins as 1st and 2nd level technical user support. Escalate
to next level of support and/or management as required.
Configure, inventory, deploy mobile devices based on the company
standards Understanding of global infrastructure and support of
Knowledge of LAN/WAN/VPN Infrastructure
Undergraduate degree or equivalent combination of formal technical
education relevant experience
Minimum 2 years experience in a Desktop Support environment
Minimum 2 years experience in a Helpdesk/Service Desk
Minimum 2 years experience in networks, operating systems, storage
platforms, and virtual servers.
Strong customer service and client support skills
Working experience with a customer service ticketing system, such
Ability to multitask and handle multiple priorities
Ability to work independently, with minimal supervision
Ability to work weekends, evenings, holidays, and on-call
Ability to interface with senior management
Excellent written & verbal communication skills
Must exhibit the following traits and behaviors:Organizational
Culture:Promote and support the organizational culture of the IS
department and Phibro
Understand, uphold and promote the vision and values of the
Domain Expert:Aware of routine operating aspects of your discipline
and emerging trends, and know when to use and when to recommend its
Use sound judgement for timely action/decisions
Customer Service:All members of the Phibro team are your customers.
To this end,Keep the higher company and IS department objectives in
mind at all times
Respond in a timely manner to their request and messages
Maintain ownership until business operations are restored or an
official hand-off is made.
If a hand-off is made to you, follow the previous steps.
Self-Initiating:Actively identify issues and continuously work to
improve the environment without being asked or prompted
Assertiveness:Take a stand on issues when appropriate, without
being excessively abrasive, yet openly solicit and welcome others
opinions and adjust their position with new and valuable input
Commitment:Manage commitments well and be aware of own
Execute on commitments
Goal Oriented:Possess drive to meet a high standard of
Keywords: Stefanini, Paterson , Lead Deskside Technician (onsite), Professions , Teaneck, New Jersey
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