Deskside Technician II

Deskside Technician II

Location:

Indianapolis, IN – full-time position.

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.

• Troubleshooting and repairing hardware issues.
• Urgent break/fix replacements in accordance with Knowledge Base Articles and work instructions.
• Preventative maintenance and lifecycle management.
• Troubleshooting hardware issues on end user devices.
• Proper utilization of Service Now.
• Service Now queue management and ticket follow-up.
• Escalating tickets that cannot be resolved to the appropriate desktop support or a third party.
• Critical project support involving hardware and/or high‑touch user experience.
• Performing comprehensive site hardware asset inventory.
• Maintaining consumable device inventory count.
• Managing spare part and loaner pool.
• Supporting IMACR/D requests.
• Engaging OEM for warranty repairs and following up on status.
• Escorting OEM technicians onsite when needed.
• Assisting clients with physical support for incidents related to network, datacenter, and other activities as requested.
• Working on child tickets as assigned by Level 2/3 client‑provided technical staff.

• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Ability to work in a team environment as well as independently.
• Ability to communicate technical information to technical audiences.
• Excellent verbal and written communication skills.
• Ability to complete assignments with no supervision.
• Ability to search internally and externally for support information.
• Customer‑oriented attitude.
• Ability to travel locally and in‑state to support other sites, if applicable.
• Valid driver's license and proof of auto insurance, if travel is required.
• Attendance and schedule adherence are requirements of this position.
• This position includes continuous walking, bending, and lifting equipment sometimes up to 50 pounds and engaging in labor‑related duties of connecting computer equipment.
• Knows and applies fundamental concepts, practices, and procedures of a particular field of specialization.

3 years minimum experience with:

• Corporate desk‑side support with strong emphasis on supporting Windows and MacOS and corresponding applications.
• Troubleshooting and replacing hardware on PCs, Mac laptops, and desktops.
• Active Directory.
• Deploying IT equipment (Windows, Mac).
• Imaging and staging PCs.
• Managing equipment inventory and lifecycle.
• Migrating end‑user data.
• Moving in‑scope IT equipment.
• Collecting and coordinating disposal of in‑scope IT equipment.
• Facilitating third‑party vendor onsite presence for onsite lifecycle management.

• 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 trainings as well.

Pay Range:
Based on Experience