Deskside Technician Ii

**Who we are**

**What will you do?**
- Supporting IT equipment in large corporate environment
- Desktop/laptop tech support (Mac and PC)
- Windows 7/10 operating systems
- Support mobile devices, printers, scanners, wireless, VPN, etc.
- IMAC Support - IT equipment Install/Move/Add/Change
- Maintain repairs, spare parts, and components
- Research and troubleshoot problems
- Maintain system configurations and documentation
- Track and resolve customer incidents and requests through the client's ticketing tool
- Troubleshoot and resolve hardware and software issues for Windows devices
- Backup, restoration, and migration of user data
- Smart Hands support with networking, server, and telecommunications technologies
- Printer and peripheral device support
- Inventory management of IT assets including asset auditing
- Ability to research and follow appropriate KB articles
- Ability to work on-call and other after-hours support needs
- May provide Executive support
- Various other tasks associated with deskside services
- May need to be available to provide support at other client locations as needed
- Other duties as assigned

**What do you need to succeed?**
- Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
- Able to uphold a positive attitude at all times, even under stressful conditions
- Experience supporting remote facilities and users
- Excellent verbal and written communication skills
- High level of professionalism and strong personal interaction skills
- Ability to perform in-depth research and troubleshooting for complex technical issues
- Ability to prioritize and complete all work tasks with mínimal supervision
- Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
- Ability and willingness to learn new technologies
- High School Diploma (required)
- Deskside / Desktop / End User Computer experience, ideally in a corporate environment
- Proven ability to handle challenging, rapid-response user support
- Proven ability to balance, prioritize and organize multiple tasks

**Desired Characteristics**
- A+ Certification
- Microsoft Certified Professional (MCP)
- ITIL Foundations
- Lean Six Sigma

**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 training 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;

**Take a look for yourself**

We are looking for an extremely proactive person with a keen interest in technology, who is able to make suggestions for improvements and offer an opinion on new products or services. In addition, we are looking for a person with exceptional customer service skills, along with the ability to build effective working relationships with both team members and business users, and a flexible and committed approach to work.

**Key Responsibilities**
- Face to Face IT support of users;
- Hardware installation, movement and de-installation;
- Diagnosing problems concerning personal hardware (PCs, laptops, printers, scanners etc.);
- Maintain, analyze and solve end user computing problems both hardware and software;
- Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC's.
- Software, patches and updates installation using MS SCCM;
**Professional skills and required qualifications**:

- Minimum of 3 Years" experience in an IT Support Role
- Mastery in Windows 10 and MS Office 365 environment;
- Hardware problems diagnose skills (PC's, laptops, printers etc.);
- ITIL certification is an advantage and ServiceNow skills very welcome;
- Knowledge of remote administrative tools in Windows 10 environment;
- Knowledge of LAN, Wireless and VPN technologies to perform basic troubleshooting;
- Knowledge of SCCM
- Working knowledge of Active Directory and Exchange;
- Experience of Cisco desk phone system;
- Familiar with printer and multi-functional devices connected to a network;
- Willingness to learn new technologies;
- Positive, helpful can do attitude and ability to work with others;
- Strong communication skills, service delivery orientation;
- Ability to cope with stress and workload;

Note: This job description has been designed to indicate the general nature and level of work expected to be performed in this role. It should not be seen as a comprehensive inventory of all duties, responsibilities, and required qualifications