Deskside Technician II

Responsibilities

• Desktop/laptop technical support (Mac and PC)
• Provide support for Windows 10/11 operating systems
• Support IMAC – install, move, add, or change IT equipment
• Maintain repairs, spare parts, and component inventories
• Research and troubleshoot technical problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through the client’s ticketing tool
• Resolve hardware and software issues for Windows devices
• Backup, restore, and migrate user data
• Provide Smart Hands support with networking, server, and telecommunications technologies
• Support printers and peripheral devices
• Manage inventory of IT assets, including asset auditing
• Research and follow relevant knowledge base articles
• Work on‑call and support other after‑hours needs
• Provide executive support as required
• Perform other deskside service tasks as assigned
• Provide support at additional client locations as needed

• 2+ years of corporate deskside support or equivalent experience
• Willingness to embrace innovative tools and technology, such as AI and IT health monitoring software, to expedite resolution and enhance customer experience
• Excellent troubleshooting capability
• Ability to maintain composure while handling challenging, dynamic, rapid‑response user support situations
• Experience with Microsoft Office / Office 365 suite
• Experience with computer imaging software and data migration processes (e.g., SCCM, Intune)
• Experience with endpoint protection and encryption (Bit‑locker) support
• Familiarity with using remote desktop support tools
• High School Diploma or equivalent
• Maintain a valid driver’s license
• Walk, bend, stand, and lift equipment up to 50 pounds for prolonged periods of time
• Physical presence at a Stefanini or client location during shift
• Demonstrate a high level of professionalism and strong personal interaction skills
• Maintain a neat and professional work area and appearance in compliance with site policies
• Ability to pass a standard panel drug screening and background check
• Adhere to the assigned shift schedule

• A+ Certification
• Microsoft Certified Professional (MCP)
• Windows architecture knowledge, including permissions and file structure
• Experience with Mac/Apple systems, a plus
• Experience with basic network concepts (Active Directory / Workstation - Domain Trust Relationship)

• Comprehensive benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental, and vision insurance, and more
• Opportunity to participate in professional development eLearning programs within the Stefanini University and other virtual training