Desktop Services Technician

Responsibilities

• Receive, analyze, and resolve customer IT requests and incidents via phone and tickets
• Escalate issues beyond Tier II to Desktop Services Analysts and appropriate personnel
• Follow established call handling, incident troubleshooting, and ticket management procedures
• Meet minimum individual performance standards for calls and ticket statistics
• Provide training and guidance to Desktop Services Tech I personnel
• Support moderate tasks and special projects with minimal supervision

Requirements

• Exceptional customer service and technical documentation skills
• Strong verbal and written communication abilities
• Experience troubleshooting PC, laptop, and printer hardware and software issues
• Familiarity with Microsoft Office, Exchange, Lotus Notes, Active Directory, and Active Roles
• Experience with remote software installation and problem solving using LANDesk
• Troubleshooting experience with SSL VPN, Cisco VPN, and RSA VPN token connections

About the Company

Stefanini provides IT contract staffing and resources for long-term placements and short-term projects, offering expertise in hardware, software, and network infrastructure.