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Deskside Technician

Job Description

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.

What will you do?

The Deskside Technicians and Senior Deskside Technicians on the client project report directly to a Team Leader and are responsible for providing support for the client end users when the ServiceDesk is unable to.

Each technician is expected to communicate in a timely manner with their Team Leader when additional responsibilities are requested by the client, which have not been provided at that location previously. Those may be on the lists below or in addition to the lists within the SDW. The Team Leader will then work with the appropriate client contacts to determine what preparation is needed to take on these responsibilities and how current priorities and workload will be affected. The Team Leader will communicate this plan back with the Technicians.

Training for the following responsibilities will be provided by Stefanini, Inc. through a combination of classroom and on-the-job training.



General Deskside Technicians Expectations

All Stefanini Deskside Technicians are expected to have a complete understanding of and adhere to the below duties.

Daily

  • Follow Attendance Expectations (eDOC – Deskside Attendance Expectations)
  • Follow all Safety requirements and complete Novelis specific safety training
  • Monitor/Work in ServiceNow Incident Ticket Queue while meeting SLA
  • Monitor/Work the ServiceNow Task Ticket Queue while meeting SLA
  • Monitor/Work the ServiceNow Request Ticket Queue while meeting SLA
  • Walk Up Service (Creating a ticket for every Walk Up encountered)
  • Off-site support (where applicable, travel to other client locations)
  • After Hours Support – As requested / required
  • Deployments/Build on Sites**see below
  • Dispatch Support (eDOC – Dispatch Process)
  • Shipping and receiving of equipment
  • Deploy Special Parts orders
  • Surplus pick ups
  • Moves (unit-to-unit and intra-unit)
  • Break Fix Orders (Non-Warranty and Warranty)
  • Check out loaner laptops using site specific processes
  • Off-site support (Non-site where applicable, ie., Network setups, homes, and conference centers)
  • Conference Room Support
  • AV Support
  • Telepresence Support
  • Mobile Device deployment and support
  • Parts Closet maintenance & audits
  • Stock Room maintenance & audits
  • Printer Break/Fix support
  • Zebra printer support
  • Plotter set up and support
  • Printer set up and configuration
  • Toner maintenance (where applicable)
  • SAP support (Basic)
  • PeopleSoft System
  • Mac support
  • Network drops and set up
  • Remote deploys and support
  • VOIP deployments and surplus
  • Non-VOIP desk phone support
  • ***Hardware deployment service is provided by either a deployment technician or a Deskside technician depending on the location and the urgency of deploy. Please note the following expectations with regard to deployment, surplus, and transfer services:
  • Meet Deployment SLAs (eDOC – Deployment Responsibilites)
  • Complete Builds as requested
  • Maintain documentation of Task Orders and Assets in Asset Manager in ServiceNow daily
  • Follow the Deployment checklist
  • Account for Incomplete Deployments and Maintain Ownership of assigned deployments, surplus, and transfers

What do you need to succeed?

  • High school diploma or equivalent required
  • Prior Tier I help desk experience
  • Requires excellent customer service skills
  • Solid foundation of Personal Computer experience
  • Troubleshooting capability
  • Overall knowledge of desktop productivity products
  • Ability to work in a team environment
  • Proven ability to remain flexible in a changing environment
  • Attendance and schedule adherence are requirements of this position
  • May require additional project-specific training

What you’ll get

  • 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.

Why we’re different

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

Job Requirements

What do you need to succeed?

  • High school diploma or equivalent required
  • Prior Tier I help desk experience
  • Requires excellent customer service skills
  • Solid foundation of Personal Computer experience
  • Troubleshooting capability
  • Overall knowledge of desktop productivity products
  • Ability to work in a team environment
  • Proven ability to remain flexible in a changing environment
  • Attendance and schedule adherence are requirements of this position
  • May require additional project-specific training

Job Snapshot

Location US-KY-Guthrie, Kentucky
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type IT & Technical
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Company Overview

Stefanini

Stefanini brings decades of IT outsourcing expertise to clients around the globe. We support mid-size and large corporations through offshore, onshore and nearshore IT managed services, systems integration, consulting and strategic staffing. Our service offerings include: IT infrastructure outsourcing (helpdesk/desktop services and data center), application development/systems integration, ERP/SAP consulting, asset management, and strategic IT staffing solutions. Our more than 24,000 employees delivering support in 35 languages, within 88 offices with a direct presence in 40 countries across the Americas, Europe, Africa, Australia and Asia is why our IT outsourcing solutions are used by some of the largest multinational companies in the world. Learn More

Contact Information

US-KY-Guthrie, Kentucky
Snapshot
Stefanini
Company:
US-KY-Guthrie, Kentucky
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description

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.

What will you do?

The Deskside Technicians and Senior Deskside Technicians on the client project report directly to a Team Leader and are responsible for providing support for the client end users when the ServiceDesk is unable to.

Each technician is expected to communicate in a timely manner with their Team Leader when additional responsibilities are requested by the client, which have not been provided at that location previously. Those may be on the lists below or in addition to the lists within the SDW. The Team Leader will then work with the appropriate client contacts to determine what preparation is needed to take on these responsibilities and how current priorities and workload will be affected. The Team Leader will communicate this plan back with the Technicians.

Training for the following responsibilities will be provided by Stefanini, Inc. through a combination of classroom and on-the-job training.



General Deskside Technicians Expectations

All Stefanini Deskside Technicians are expected to have a complete understanding of and adhere to the below duties.

Daily

  • Follow Attendance Expectations (eDOC – Deskside Attendance Expectations)
  • Follow all Safety requirements and complete Novelis specific safety training
  • Monitor/Work in ServiceNow Incident Ticket Queue while meeting SLA
  • Monitor/Work the ServiceNow Task Ticket Queue while meeting SLA
  • Monitor/Work the ServiceNow Request Ticket Queue while meeting SLA
  • Walk Up Service (Creating a ticket for every Walk Up encountered)
  • Off-site support (where applicable, travel to other client locations)
  • After Hours Support – As requested / required
  • Deployments/Build on Sites**see below
  • Dispatch Support (eDOC – Dispatch Process)
  • Shipping and receiving of equipment
  • Deploy Special Parts orders
  • Surplus pick ups
  • Moves (unit-to-unit and intra-unit)
  • Break Fix Orders (Non-Warranty and Warranty)
  • Check out loaner laptops using site specific processes
  • Off-site support (Non-site where applicable, ie., Network setups, homes, and conference centers)
  • Conference Room Support
  • AV Support
  • Telepresence Support
  • Mobile Device deployment and support
  • Parts Closet maintenance & audits
  • Stock Room maintenance & audits
  • Printer Break/Fix support
  • Zebra printer support
  • Plotter set up and support
  • Printer set up and configuration
  • Toner maintenance (where applicable)
  • SAP support (Basic)
  • PeopleSoft System
  • Mac support
  • Network drops and set up
  • Remote deploys and support
  • VOIP deployments and surplus
  • Non-VOIP desk phone support
  • ***Hardware deployment service is provided by either a deployment technician or a Deskside technician depending on the location and the urgency of deploy. Please note the following expectations with regard to deployment, surplus, and transfer services:
  • Meet Deployment SLAs (eDOC – Deployment Responsibilites)
  • Complete Builds as requested
  • Maintain documentation of Task Orders and Assets in Asset Manager in ServiceNow daily
  • Follow the Deployment checklist
  • Account for Incomplete Deployments and Maintain Ownership of assigned deployments, surplus, and transfers

What do you need to succeed?

  • High school diploma or equivalent required
  • Prior Tier I help desk experience
  • Requires excellent customer service skills
  • Solid foundation of Personal Computer experience
  • Troubleshooting capability
  • Overall knowledge of desktop productivity products
  • Ability to work in a team environment
  • Proven ability to remain flexible in a changing environment
  • Attendance and schedule adherence are requirements of this position
  • May require additional project-specific training

What you’ll get

  • 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.

Why we’re different

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

Job Requirements

What do you need to succeed?

  • High school diploma or equivalent required
  • Prior Tier I help desk experience
  • Requires excellent customer service skills
  • Solid foundation of Personal Computer experience
  • Troubleshooting capability
  • Overall knowledge of desktop productivity products
  • Ability to work in a team environment
  • Proven ability to remain flexible in a changing environment
  • Attendance and schedule adherence are requirements of this position
  • May require additional project-specific training
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