Desktop Support Specialist Job at Stefanini Group in Wilmington

Desktop Support Specialist role at Stefanini Group

Stefanini Group is hiring! Exciting opportunity awaits. Click Apply now to start the process.

Job Description

The Level 2 Team is the face of IT for our clients and serves as the window to wider technology groups. Its responsibilities primarily include resolving BAU tickets created by the Level 1 Team and responding to escalations. Team members will attend clients' desks to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential, along with strong technical troubleshooting abilities.

Responsibilities

• 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 the form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Manager

Qualifications

• Minimum 5 years of relevant experience in a Desktop Support/IT Helpdesk role
• Experience configuring, installing, troubleshooting and repairing printers, PCs and laptops
• Hands-on experience with Windows 7, Windows 10, Windows 11 and macOS support
• Windows 11 migration experience
• Hardware/Software troubleshooting
• Experience with VPN, soft phones, Remote Desktop, VDI
• Asset tracking / inventory management
• Phone and tablet support (Windows, iOS, Android)
• Experience with ticketing systems (e.g., ServiceNow)
• Strong communications skills and a proven track record supporting clients in a financial environment
• Good written and verbal communication, time management, organizational and analytical skills
• Ability to multi-task and work under pressure; ability to work autonomously and in a team

About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises. Our presence spans the Americas, Europe, Africa and Asia with a client base across financial services, manufacturing, telecommunications, technology and more. Stefanini is a mature IT consulting company with global presence.

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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