Sr. Deskside Technician

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Information Technology

Sr. Deskside Technician – Scottsdale, AZ (Posted: 9/4/2025)

Job #: 61541

Job Category:
Information Technology

Position Type:
Full Time

Duration: 12 months

Remaining Positions: 1

Stefanini Group is looking for a Senior Deskside Technician for a globally recognized company! For interested applicants, click the apply button or you may reach out Micah Andres at  /  for faster processing. Thank you!

As an IT Specialist, you will have responsibilities to provide the highest levels of customer experience as a Senior Help Desk Technician and Deskside Technician. The IT Specialist will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment. In this position, you will field customer calls, troubleshoot, document and resolve IT related issues.

You will work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. This position is intended to be responsible for a higher level of support and will also aid decrease the amount of walk-ups for onsite Deskside Technicians.

• Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into the ticketing system (Service Now)
• Troubleshoot hardware, software and network related issues
• Provide restorative or maintenance actions to resolve end-user issues
• Assist with documenting/rating knowledge base articles
• Assist with special project work as needed
• Escalate problems to the next level of support when necessary
• Consistently meet or exceed advanced individual IT SD and customer service metrics required
• Ability to work a 24 x 7 schedule required

• Passion, ambition and drive to work in an extremely demanding customer service environment
• Demonstrated ability to work under pressure
• Outstanding communication skills and a distinct passion for service
  IT knowledge or a completed apprenticeship
• Outstanding customer orientation, i.e. ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
• Excellent English written and verbal communication skills, i.e., active listening, ability to clearly summarize an issue, both in writing and verbally
• Ability to read and write English ticket reference information on Incident Platform
• Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
• Basic support knowledge of: MS Windows7/Windows 10, MS Office 2007/2013, Internet browsers, Mobiles (iPhones, Androids) Cisco VPN, Network Printing, wireless routers, Active Directory, MS Exchange, Collaboration tools (Sharepoint, Webex, Egnyte)
• Good judgment skills with a strong sense for urgency and attention to detail

• Executive Support
  :
  Provide dedicated support to Senior Leadership and C-Level executives as needed.
• Security and Asset Management
  :
  Assist in securing COMPANY intellectual property and products from theft or damage. Maintain the accuracy of the ITG asset management system to ensure all computing assets are accounted for and maintained.
• Technical Administration
  :
  • Administer Azure/Intune and Manage Engine systems.
  • Resolve desktop hardware and software issues within established service level agreements.
  • Troubleshoot Windows laptops and Mac Book hardware and OS issues.
• Endpoint Management
  :
  Demonstrate hands‑on expertise in endpoint management solutions, such as Manage Engine or Intune.
• Global Team Collaboration
  :
  Work as part of a global team to triage and resolve customer support issues.
• Strategic Initiatives
  :
  Assist in the rollout of strategic corporate initiatives and system changes.
• Escalation Management
  :
  Assist in escalating issues and notifying management and user communities when service levels are not met.
• Customer Liaison
  :
  Act as a liaison between customers and other teams.
• Support Requests
  :
  Log and respond to customer requests for support via email, Teams Chat, and our call tracking system.
• Documentation
  :
  Accurately…