Deskside Technician

Deskside Technician I

Los Angeles, CA

• Troubleshooting and repairing hardware issues
• Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions
• Preventative maintenance (e.g., lifecycle)
• 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 third‑party vendor
• Critical project support that involves hardware and/or high‑touch user experience
• Perform comprehensive site hardware asset inventory
• Maintain consumable device inventory count
• Conduct spare part and loaner pool management
• Support IMACR/D requests
• Engage OEM for warranty repairs and follow up on status
• Escort OEM technicians onsite when needed
• Assist client with physical support for incidents related to network, datacenter, and other activities as requested
• Work on child ticket 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/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
• Position requires 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 particular field of specialization

• 1 year minimum experience with corporate desk side support with strong emphasis supporting Windows and MacOS and corresponding applications
• Troubleshooting and replacing hardware on PCs and Mac laptops and desktops
• Active Directory
• Deploying IT equipment (Windows, Mac)
• Imaging and staging PCs
• Managing the 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 on‑site 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

• Brazilian and privately owned company
• Agility, flexibility, and innovation are in our DNA
• Flat organizational structure which enables faster communication and decision making

Pay Range: $25.00 - $28.00