Desktop Support Specialist

Desktop Support Specialist

We are looking for experienced Desktop Support Specialists to join our Level 2 Team, the face of IT and the client’s window to broader technology groups. The role involves resolving business‑as‑usual (BAU) tickets, handling escalations and providing best‑in‑class technology support via onsite, remote tools or to clients working from home.

Responsibilities:

• Provide swift and professional deskside IT support.
• Perform on‑site analysis, diagnosis and resolution of desktop problems, recommend and implement corrective solutions.
• Install, configure, test, maintain, monitor and troubleshoot client workstations, mobile devices and related hardware or software to deliver required service levels.
• Utilize the ticket management system to record, update and resolve tickets from the help desk.
• Collaborate with other support groups across global locations to troubleshoot client issues.
• Use tools for building, monitoring and troubleshooting client devices.
• Participate in disaster recovery testing exercises.
• Uphold procedures for logging, reporting, and statistically monitoring desktop operations.
• Write technical support and client documentation in the form of knowledge‑base articles.
• Meet or exceed expected customer‑service levels.
• Other duties as assigned by the Level 2 Support Manager.

Qualifications:

• Minimum 5 years relevant experience in a Desktop Support / IT Helpdesk role.
• Experience configuring, installing, troubleshooting and repairing printers, PCs and laptops.
• Hands‑on experience with Win 7, Win 10, Win 11 and macOS support.
• Windows 11 migration.
• Hardware / software troubleshooting.
• Experience with VPN, soft phones, remote desktop, VDI.
• Asset tracking / inventory management.
• Phone and tablet support (Windows, iPhone, iOS, Android).
• Experience with ticketing system (Service Now).
• Strong communication skills.
• Excellent proven track record supporting clients in a financial environment.
• Customer‑service based approach.
• Good written and verbal communication skills.
• Good time‑management skills.
• Strong organizational and analytical skills.
• Ability to multi‑task and work under pressure.
• Ability to work autonomously and within a team.
• Dress code: business casual.

Salary ranges may vary based on experience, qualifications, and local market. Some positions may include bonuses or other incentives.

The Stefanini Group is a global provider of offshore, onshore and nearshore outsourcing; IT digital consulting; systems integration; application and strategic staffing services to Fortune 1000 enterprises worldwide. We operate in the Americas, Europe, Africa, Asia and more, serving over 400 clients across diverse markets including financial services, manufacturing, telecommunications, chemical services, technology, public sector and utilities. Stefanini is a CMM Level 5 company.

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