Desktop Support Specialist

Job Description

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The Level 2 Team is the face of IT for our clients, resolving BAU tickets created by Level 1 and reacting to escalations. Team members attend a client’s desk to provide best‑in‑class technology support or use remote tools to assist clients in remote offices or working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

• Provide swift and professional deskside IT support
• Perform on‑site analysis, diagnosis and resolution of desktop problems for clients; recommend and implement corrective solutions
• Install, configure, test, maintain, monitor and troubleshoot client workstations, mobile devices and related hardware or software to deliver required deskside service levels
• Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilize 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 form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Manager

• Minimum 5 years of relevant experience in a Desktop Support / IT Helpdesk role
• Hands‑on experience configuring, installing, troubleshooting and repairing printers, PCs and laptops
• Experience with Win 7, Win 10, Win 11 and macOS support
• Windows 11 migration experience
• Hardware / Software troubleshooting skills
• Experience with VPN, soft phones, Remote Desktop, VDI
• Asset tracking / inventory management experience
• 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
• Excellent proven customer service based approach
• Good written and verbal communication skills
• Strong organizational and analytical skills
• Ability to multi‑task and work under pressure
• Ability to work autonomously and within team
• Dress code:
  Business casual

* Listed 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 around the world. Our presence is in the Americas, Europe, Africa and Asia and more than 400 clients across a broad spectrum of markets including financial services, manufacturing, telecommunications, chemical services, technology, public sector and utilities.

Stefanini is a CMM Level 5 IT consulting company with global presence.