• Create a cohesive team environment through consistent management
• Coach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues
• Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned
• Perform root cause analysis and identify opportunities to improve efficiencies
• Ensure direct reports meet their goals and follow departmental processes
• Responsible for day to day operations of Service Desk
• Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client

• Acts as a Single Point of Contact (SPOC) for all onsite support services
• Responsible for Service Level attainment and contractual deliverables for onsite support
• Responsible for day-to-day delivery of onsite support services
• Provide performance reporting and conduct weekly and monthly status update meetings related to the program
• Reporting manager to the onsite support resources
• Responsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognition
• Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
• Writes employee performance evaluations, delivers merits, and performs other administrative tasks
• Coordinate ongoing training and identify training requirements
• Provides new technology advisory service, testing, integration, and collaboration
• Provides Problem response and resolution
• Assists with innovation and transformation of the onsite support services
• Implements, monitors, and adheres to Best Practices
• Drives root cause analysis and opportunities for improvement
• Investigates and responds to escalations
• Assists with Quality initiatives
• Performs other duties as assigned

Technician Responsibilities

• 
  Support IT equipment in large corporate environment
• Desktop/laptop tech support
• Windows 7/10, Android, and iOS operating systems
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC/D Support - IT equipment Install/Move/Add/Change and Disposal
• Maintain repairs, spare parts, and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through the client's ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows devices
• Backup, restoration, and migration of user data
• Smart Hands support with networking, server, and telecommunications technologies
• Printer and peripheral device support
• Inventory management of IT assets including asset auditing
• Ability to research and follow appropriate knowledge base articles
• Ability to work on-call and other after-hours support needs
• Various other tasks associated with deskside services
• May need to be available to provide support at other client locations as needed
• Other duties as assigned

• 
  Two years deskside IT support
• Experience supporting Windows OS, Microsoft Office, smart phones, A/V conferencing systems, printers and PC hardware
• Able to uphold a positive attitude at all times, even under stressful conditions
• Experience supporting remote facilities and users
• Ability to follow directions of next level support teams when providing Smart Hands support
• Excellent verbal and written communication skills
• Ability to communicate technical information to nontechnical people
• High level of professionalism and strong personal interaction skills
• Ability to perform in-depth research and troubleshooting for complex technical issues
• Ability to prioritize and complete all work tasks with minimal supervision
• Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
• Ability and willingness to learn new technologies
• Deskside / desktop / end-user computer experience, ideally in a corporate environment
• Proven ability to handle challenging, rapid-response user support
• Proven ability to balance, prioritize and organize multiple tasks
• High school diploma (required)

• 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.

• Brazilian 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!