Desktop Support Technician

Stefanini inc - Marietta, GA3.2



This document contains the general technician expectations for Deskside Technicians working at an assigned customer site. These expectations are broken down into daily, weekly, bi-weekly, monthly, yearly, and “as required” responsibilities.

After you have read this document you will be able to:

  • Identify the tasks expected of Deskside Technicians and the frequency with which they should be completed.
  • Communicate professionally with coworkers and customers.
  • Reference various websites for assistance in supporting a designated area.

Expectations for Deskside Technicians

The Deskside Technicians and Senior Deskside Technicians on the Deskside project report directly to a Team Leader and are responsible for providing support for the 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 the client 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 client 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.
General Deskside Technicians Expectations
All Stefanini Deskside Technicians are expected to have a complete understanding of and adhere to the below duties.


  • Follow Attendance Expectations (eDOC – Client Deskside Attendance Expectations)
  • Follow all Safety requirements and complete client 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 client locations)
  • After Hours Support – As requested / required

Daily cont’d

  • 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 Leader)


  • Submit timesheets (where Bi-weekly is applicable)


  • Submit timesheets (where Monthly is applicable)
  • Complete Stefanini and client 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

Senior Deskside Technician Expectations

  • Technical Assistance Point of Contact for Deskside and Deployment Technicians
  • Complete Leadership Mentoring Program
  • Professional behavior and communication as an example to other team members
  • Training of new and existing Technicians as necessary
  • Provide peer guidance in real time and communicate with TL as necessary (hold peers accountable for professional and appropriate behavior and performance)
  • Escalation Approvals
  • Assist with coaching on Ticket Audit Feedback
  • Special Project leadership/management
  • ServiceNow ticket Queue monitoring and follow up with TL and Team (balancing tickets)
  • Assist with interviewing process (technical assessment)
  • Assist with leading Team Meetings
  • Participate in meetings with client IT Site Coordinators and others as needed
  • Asset Manager process monitoring in ServiceNow, including overseeing and delegating audits, open deployments, and open Tasks

Deskside Technician Monitoring

  • ServiceNow Ticket Audits (eDOC – Ticket Auditing)
  • Open EDCs
  • Incomplete Deployments (BOS, Unit Transfers, Surplus, etc)
  • Overall Utilization/capacity

Yearly Requirements

  • Assist TL with performance review providing feedback and appraisal observations
  • Develop and deliver annual deskside training program
  • Develop and deliver training material for new application and/or hardware support
  • Serve as backup for Team Leader in all instances when TL is not available

Job Type: Full-time


  • VPN: 3 years (Preferred)
  • Desktop Support: 5 years (Preferred)
  • Active Directory: 3 years (Preferred)
  • Mac OS Support: 3 years (Preferred)
  • Mobile Device Deployment: 3 years (Preferred)
  • Ticketing Software: 3 years (Preferred)
  • Audio Visual Support: 3 years (Preferred)
  • Troubleshooting: 3 years (Preferred)
  • Telepresence Support: 3 years (Preferred)
  • Printer Break/Fix support: 3 years (Preferred)


  • Marietta, GA (Preferred)

Work authorization:

  • United States (Required)