Desktop Support Technician - Entry Level

New Era Technology•Durham, NC

1d•Onsite

About The Position

We are seeking to hire an Entry Level 1 Desktop Support Technician to join our team. New Era Technology is committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together. We will provide the right candidate with hands on education and training to enable the candidate to perform the responsibilities described below. The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will be inquisitive by nature, who is able to view situations from multiple angles, and will naturally take the lead to resolve problems when they arrive. Finally, the ideal candidate will be confident in themselves to suggest improvements when they observe deficiencies.

Requirements

High school diploma or equivalent required.
Up to one year of relevant experience.
English proficiency.
Technical skills in installation and troubleshooting of relevant software and hardware.
Knowledge and experience providing customer services, preferably in an IT service environment.
Using any case management / support ticketing and knowledge-based systems.
Experience of supporting Office 365.
Positive attitude and collaborative approach in working within a team environment.
Strong customer service skills.
Strong oral and written communications.
Ability to learn and adapt quickly to changes.
Critical thinking and analytical capabilities in troubleshooting and problem solving.
Planning, organizing and prioritizing skills.
Attention to detail.
Ability to be flexible and handle stressful situations at times.

Nice To Haves

Bachelors or Associates in relevant field preferred.

Responsibilities

Monitoring computer hardware performance and diagnosing system issues.
Installing new hardware in computers including adding / replacing computer memory (RAM), installing disk drives.
Replacing worn or defective parts and cleaning computer hardware according to manufacturers’ specifications.
Performing equipment testing following repairs.
Setting up new configurations for computers including OS image deployment.
Installing, configuring, and upgrading software applications including rollout projects.
Troubleshooting and resolving software application and OS related problems.
Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards.
Identifying, prioritizing, and escalating situations requiring urgent attention.
Performing system health checks and mitigation to meet software and security standards including encryption, patching, and backup.
Supporting the core client hardware and software environment including Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM, Casper.