Deskside Technician I

Deskside Technician I
US - NY - Oswego

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?

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

  • Follow Attendance Expectations (eDOC – Novelis 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 Novelis 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 transfer

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

Here's one of our own, talking about the culture, space and growth opportunities:

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