Desktop Support Technician - Entry Level

New Era Technology•San Jose, CA

About The Position

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're 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

Requirements

Tertiary qualification in relevant field
A+ certification or equivalent years of experience
Minimum 1 year experience with installation and troubleshooting in a technical environment
Knowledge and experience providing customer services in an IT environment
Using any case management / support ticketing and knowledge-based systems
Previous experience with 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 and/or Casper
Experience supporting Office 365
Sound logical diagnostic ability
Positive attitude and collaborative approach in working within a team environment
Strong customer service skills
Strong oral and written communications
Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people.
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 problem solve and think both logically and laterally.
The ability to apply good time management discipline and work under pressure
Client focused attitude

Responsibilities

Support clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.
Monitor computer hardware performance and diagnose system issues.
Install new hardware in computers including adding or replacing computer memory (RAM) and installing disk drives.
Replace worn or defective parts and clean computer hardware according to manufacturers’ specifications.
Perform equipment testing following repairs.
Set up new configurations for computers including OS image deployment.
Install, configure, and upgrade software applications including rollout projects.
Troubleshoot and resolve software application and OS related problems.
Use IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards.
Identify, prioritize and escalate situations requiring urgent attention.
Perform system health checks and mitigation to meet software and security standards including encryption, patching and backup.
Other related duties as required.