Deskside Technician I

Deskside Technician I
CA - Kingston

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 41 countries across the Americas, Europe, Africa, Australia, and Asia.                             

What will you do? 

The Deskside Technicians and Senior Deskside Technicians on the Novelis Deskside project report directly to a Team Leader and are responsible for providing support for the Novelis end users when the ServiceDesk is unable to.

Each technician is expected to communicate in a timely manner with their Team Leader when additional responsibilities are requested by Novelis, which have not been provided at that location previously. Those may be on the lists below or in addition to the lists within the SDW. The Team Leader will then work with the appropriate Novelis contacts to determine what preparation is needed to take on these responsibilities and how current priorities and workload will be affected. The Team Leader will communicate this plan back with the Technicians.

Training for the following responsibilities will be provided by Stefanini, Inc. through a combination of classroom and on-the-job training.

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 transfers

     Shop Floor support may include but is not limited to the following:

  • AMES Support

  • Handgun Scanners

  • RFID

  • Test Cell Support

  • Thin Client Images

  • Weld Tracking

  • Digital Signage

  • Brady Mini-Mark Printer Support


  • Team Meeting Participation (Scheduled by Team Leader)

  • One on One participation (Scheduled by Team LeaderBi-Weekly

  • Submit timesheets (where Bi-weekly is applicable)


  • Submit timesheets (where Monthly is applicable)

  • Complete Stefanini and Novelis training (eDOC – T2 Matrix)


  • Performance evaluations conducted annually based on parameters set by Stefanini Human Resources


  • Earn Dell Certification within first 90 days of employment (See Knowledge Base)

  • All tasks must be completed within the allocated timeframe without the need for reminders

  • Participate in Stefanini Focus Groups when requested/or available

  • Prior to vacation, update your calendar and voicemail, notify your team, customer, manager, and turn on your “Out of Office Assistant” in Outlook


  • Leverage your fellow Team members/ Team Leader for Stefanini support questions

  • All email and voicemails must be thoroughly responded to in a timely manner (daily if not sooner)

  • Regular status of tasks must be provided to your Team Leader

  • Communicate and document any process improvement suggestions using the Knowledge Base Guidelines

  • Positively support Stefanini and all of our customers 100% of the time

  • Prioritize responses to colleagues

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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