Job Description

Overview

Join to apply for the Helpdesk Technician Sr. role at Stefanini North America and APAC .

For 30+ years, Stefanini has helped enterprises increase IT operations efficiency with services including IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization. The company emphasizes automation, cloud, IoT, UX, and has a broad portfolio combining consulting, mobility, personalized campaigns, and AI services across service desks, field service, and outsourcing (BPO). Stefanini has over 25,000 employees across 77 offices in 41 countries.

Job Responsibilities

This position requires you to be in Southeast Michigan within a commutable distance to Troy, MI. You will be trained on the client site for up to 3 weeks. After this, you will work mostly remote. On occasion, you will be required to go into the office to ship a laptop or help facilitate a training.

• As a Helpdesk Lead you will:
• Manage the queue and distribute tickets to Agents
• Monitor agents calls and tasks via a Wallboard and ensure agents are in a productive state
• Act as the first resource to agents when they have questions
• Work directly with the Team Leader to discuss performance and current issues in the environment
• Occasionally image PCs and ship them from the office

End User service during the busiest hours:

• Provide professional end-user support via telephone, email, or web submits
• Provide restorative or maintenance actions to resolve end-user problems
• Respond to end-user problems based on standard procedures
• Track incidents and calls, including data entry into the database in a timely and accurate manner
• May be responsible for ensuring systems are configured properly
• Exceptional customer service skills; VPN troubleshooting

What you'll get

• Work with brilliant minds, often within a global capacity
• Comprehensive Benefits package including 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and more
• Opportunity to participate in professional development eLearning programs within Stefanini University and other virtual training

Why were different

• Brazilian and privately owned company
• Agility, flexibility, and innovation in our DNA
• Flat organizational structure enabling faster communication and decision making
• Open floor plan environment encouraging collaboration

Job Requirements

• High school diploma or equivalent required
• ServiceNow
• Active Directory knowledge
• Microsoft Office / O365
• Browser troubleshooting, specifically Chrome
• SCCM
• Mobility
• Adobe
• Cisco WebEx
• MAC Troubleshooting
• 3+ years relevant experience
• Excellent customer service skills
• Solid foundation of PC experience
• Troubleshooting capability
• Overall knowledge of desktop productivity products
• Ability to work in a team environment
• Flexibility in a changing environment
• Attendance and schedule adherence are requirements
• May require additional project-specific training

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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