Helpdesk Technician II

Who we areFor 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. What will you do?Title: Help Desk Technician II Job Responsibilities:Provide professional end-user support via telephone, email or web submitsProvide restorative or maintenance actions to resolve end-user problemsResponds to end-user problems based on standard proceduresTrack incidents and calls, including but not limited to, entering data into the database timely and accuratelyMay be responsible for ensuring systems are configured properlyExceptional Customer Service SkillsVPN troubleshootingWhat you"ll getWork 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 differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making;Open floor plan environment where collaboration is highly encouraged! Take a look for yourselfHere's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdYWhat do you need to succeed? Skills, Licenses, Knowledge, Education and Training Requirements:High school diploma or equivalent requiredServiceNowActive Directory knowledgeMicrosoft Office / O365Browser troubleshooting, specifically ChromeSCCMMobilityAdobeCisco WebExMAC Troubleshooting0-1 year"s relevant experienceRequires excellent customer service skillsSolid foundation of Personal Computer experienceTroubleshooting capabilityOverall knowledge of desktop productivity productsAbility to work in a team environmentProven ability to remain flexible in a changing environmentAttendance and schedule adherence are requirements of this positionMay require additional project-specific training