Desktop Support Technician – Level 2

New Era Technology•San Jose, CA

3d•Onsite

About The Position

We are seeking to hire a Desktop Support Technician to join our team. The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will need to be comfortable leading and guiding a team of desktop technicians, be 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. The candidate will work onsite under direction of the partner leadership team.

Requirements

Highschool diploma or equivalent required
5+ years of relevant experience
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
A+ certification

Nice To Haves

Bachelors or Associates in relevant field preferred
Experience providing leadership, training and mentoring to a team

Responsibilities

Serve as the initial contact for reporting technical issues and answering questions related to software, hardware, and network problems.
Provide hands-on technical support for desktops, laptops, peripherals - Windows and MAC.
Upgrading Windows & Apple notebook through the addition of new hardware, such as additional RAM or a new disk drive
Replacing worn or defective parts and clean Windows & Apple notebook hardware according manufacturers’ specifications
Performing testing of equipment that has been repaired, prior to returning the equipment to the user
Imaging and re-imaging for Windows & Apple notebook deployments
Respond to phone calls, messages, and emails related to system issues or hardware problems.
Accurately diagnose, troubleshoot hardware and software issues, ensuring timely resolution.
Assist end-users with hardware and software installations, configurations, and upgrades.
Educate users on best practices for IT security and data protection.
Ensure exceptional customer service and user satisfaction.
Configure, troubleshoot, and monitor the functioning of personal computers and server systems.
Basic Networking Knowledge
Collaborate with other IT teams to address complex technical problems.
Support and Mentor team members of desktop support technicians.
Undertake pre-emptive maintenance on telecommunication equipment.
Escalate unresolved issues to higher support tiers when necessary.
Assign tasks, Coordinate with L2 teams, conduct training and provide feedback.
Foster a positive and collaborative work environment.
Maintain accurate records of incidents, service requests, and resolutions.
Create and update documentation related to desktop support processes.
Coordinate with stakeholders to ensure successful project execution.
Inventory management
Other related duties as required.