Job description

• Deliver service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.
• Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.
• Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.
• Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.
• Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.
• Follow all Safety requirements and complete the client specific safety training
• Monitor/Work in Ticket Queue while meeting SLA
• Shipping and receiving of equipment
• Break Fix Orders (Non-Warranty and Warranty)
• Check out loaner laptops using site-specific processes if applicable
• Conference Room Support, AV Support/Zoom/Teams Support
• Mobile Device deployment and support
• Parts Closet maintenance & audits
• Printer break/fix and set up configuration
• Toner maintenance (where applicable)
• Network drops and set up
• Adherence to and continuous update of deployment documentation and checklist
• Participate in meetings with client IT Site Coordinators and others as needed
• Supporting IT equipment in large corporate environment
• Provide Executive support to customer VIP's
• Travel with VIP for major events/conferences as required
• Desktop/laptop tech support (Mac and PC)
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment Install/Move/Add/Change
• Inventory management of IT assets including asset auditing
• Research and troubleshoot problems
• Maintain system configurations
• Maintain and updated support documentation
• Ability to research and follow appropriate Knowledge Base articles
• Remote support as needed
• Backup, restoration, and migration of user data
• Printer and peripheral device support
• Work on-call and provide other after-hours support based on customer needs
• Provide support at other client locations as needed
• Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employment
• Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDM
• Participate in quarterly 'all-team' meetings as required by SDM
• Assist the TL in developing and implementing improvement plans for service failures (SLAs/KPIs)
• Assist TL with resource management for any projects arising from client, including status reporting and planning
• Engagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility

Job Requirements:

• Remote Management/endpoint management tools (i.e. TeamViewer, Ivanti, Airwatch)
• Two-factor Authentication (i.e. inWebo, OKTA)
• Active Directory: Users & computers administration
• Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS
• Bitlocker & TPM
• Pulse Secure
• Zoom - User administration, Room setup, User guidance
• Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi
• Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path
• Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Advanced Windows, O365, collaboration tools
• Service Now experience a plus

5+ years relevant experience

• · Valid Driver license
• · Relevant industry knowledge (IT deployments in an international environment)
• · Able to always uphold a positive attitude, even under stressful conditions
• · Excellent verbal and written communication skills
• · Ability to communicate technical information to nontechnical people
• · 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 minimal supervision
• · Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
• · Ability and willingness to learn new technologies
• · Proven ability to handle challenging, rapid-response user support
• · Proven ability to balance, prioritize and organize multiple tasks
• · High school diploma (required)
• · Attendance and schedule adherence are requirements of this position

Competences Required in this Role:

• 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 minimal supervision.
• Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds.
• Proven ability to handle challenging, rapid-response user support.
• Proven ability to balance, prioritize and organize multiple tasks.
• Professional acumen
• Valid driver's license

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Desired Characteristics:

• A+ Certification
• Microsoft Certified Professional (MCP)
• ITIL Foundations

Job Type: Contract

Pay: $45.00 - $47.00 per hour

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Saint Helena, CA 94574: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 4 years (Preferred)
• iOS: 4 years (Preferred)
• Windows: 6 years (Preferred)

Work Location: One location

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