Desktop Support Service Representative

SquareTrade • Brisbane, CA

8d

About The Position

The Desktop Support Service Representative provides primary Help Desk support to users, manages and communicates the status of support issues, and follows established Help Desk procedures and documentation guidelines. The role sets up and deploys end-user hardware and software, investigates hardware and software problems, and provides on-site technology support to employees. It also involves troubleshooting PC hardware, software, configurations, and peripheral equipment; managing Active Directory users and permissions; and maintaining mobile device management systems and device enrollment. The representative participates in an emergency Helpdesk on-call rotation for one week every eight weeks. The position is associated with SquareTrade’s Bay Area office.

Requirements

• Associate degree, technical certification, or equivalent work experience.
• At least 3 years of experience in a technical support role.
• Working knowledge of Microsoft Active Directory.
• Experience with macOS and Apple devices.
• Excellent customer service skills.
• A strong record of hands-on, tactical execution.

Responsibilities

• Provide the primary response to user requests submitted to the Help Desk.
• Follow Help Desk operating procedures and guidelines, including documentation requirements.
• Monitor support issues and inform users of their status.
• Set up and deploy end-user hardware and software.
• Investigate and research solutions to hardware and software problems.
• Provide on-site support to employees for their devices and applicable technology.
• Troubleshoot PC hardware, software, configurations, and peripheral equipment.
• Add and change users, permissions, and rights in Active Directory.
• Manage mobile device management systems and device enrollment.
• Participate in the Helpdesk Emergency Line on-call rotation for one week every eight weeks.

Benefits

• Medical, dental, and vision coverage with network options and the ability to contribute to an HSA or FSA.
• Up to 4% company match into a 401(k), plus contributions to a company-sponsored pension.
• $75 monthly budget to support physical wellbeing.
• $80 monthly stipend to subsidize connectivity costs.
• Mental health resources, including free one-to-one therapy, coaching sessions, and digital resources.
• Supportive leave policies.
• Generous time-off policy and 9 company holidays.
• Tuition reimbursement up to $5,250 per year.
• Corporate perks and discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree