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Job Details

Helpdesk Technician

Helpdesk Technician  Southfield, MI  Posted: 1/12/2021
Job Description

Job ID#:


Job Category:

Helpdesk Technician

Position Type:

Full Time



Positions Available:



  • Hours of Operation:M-F 8-am to 8pm (subject to change)
  • Huge focus on customer service and First Call Resolution so strong CS and troubleshooting skills a must
  • Agent responsibilities overview:
    • A first point-of-contact for all IT issues
    • Diagnosing, troubleshooting, and resolving End-User issues, and where appropriate, routing problems using Mastercard-defined escalation procedures
    • Troubleshooting and resolving software issues as directed by knowledge
    • Performing and troubleshooting approved software installations
    • Troubleshooting and resolving remote access issues
    • Troubleshooting mobile device issues
    • Diagnosing and triaging hardware issues
    • Diagnosing network issues
    • Diagnosing printer and copier issues; Printer mapping and fault isolation.
    • Resetting passwords following Mastercard-provided security policies and practices
    • Manage RSA token re-synch/reset/unlock/initiation
    • Tracking, monitoring, and managing Work orders to provide accuracy and adherence to agreed-upon Service Levels.
    • Communicating outage information to End Users that call the Help Desk.
    • Performing Active Directory user administration task, including creating accounts, granting access, and terminating accounts following Mastercard- provided security policies and practices.
    • Active participant and invoker of Operations Command Center (OCC) Technical Resolution Team (TRT) calls for authorized help desk users who are report common issues that may be considered wide-spread infrastructure incidents. MasterCard and Stefanini will mutually agree to all processes and procedures.  Stefanini will lead the effort to define, revise and communicate processes and procedures related to the services within this agreement.

Additional Note: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Job Requirements


*Bachelor"s degree or vocational in IT-related courses is a plus. 
*Minimum of completed two (2) years in college or has finished a Diploma/Certificate course. *Excellent oral and written English communication skills. 
*Excellent customer service skills. 
*Excellent hardware and Software troubleshooting skills. 
*Experience with supporting remote users desired. 
*Experience with remote software installs and repairs. 
*Must consistently meet or exceed aggressive performance criteria including First Contact Closure and Average Handle Time targets. 
*Able and willing to take handle several concurrent support requests through different support channels. 
*Prior Software Application support (e.g. Outlook, etc.) experience required. 
*Prior ITO experience in Technical Support is a plus. 
*Familiarity with supporting Wi-Fi and network connectivity including remote access. 
*Must be willing to change work shifts with advance notice as business needs requires


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