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Lead Deskside Technician (onsite)

Company: Stefanini
Location: Teaneck
Posted on: June 25, 2022

Job Description:

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 processing!


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 assigned
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
Desired Characteristics
A+ Certification
Microsoft Certified Professional (MCP)
ITIL Foundations
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 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;

Take a look for yourself
Here's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY




Job Title: Non-Manufacturing Site IT Leader



Position Reports to: Director, Digital Infrastructure and Operations



Job Description:



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.



Responsibilities:

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 orientation.
Maintain inventory of equipment; determine and perform periodic refresh of user equipment (laptop & desktop) based on predetermined schedule


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 productivity software.
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 manager.
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 expeditiously
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 departmental goals
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.


Competencies Required:

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 required;
Experience in building and deploying PCs; Upgrading and deployment of Software.
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 global workforce
Knowledge of LAN/WAN/VPN Infrastructure


Education:

Undergraduate degree or equivalent combination of formal technical education relevant experience


Required Experience:

Minimum 2 years experience in a Desktop Support environment
Minimum 2 years experience in a Helpdesk/Service Desk environment
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 as Service-Now
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 organization

Domain Expert:Aware of routine operating aspects of your discipline and emerging trends, and know when to use and when to recommend its use
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 commitments
Execute on commitments

Goal Oriented:Possess drive to meet a high standard of performance

Keywords: Stefanini, Paterson , Lead Deskside Technician (onsite), Professions , Teaneck, New Jersey

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