Desktop Support Technician - Entry Level

New Era Technology • San Jose, CA

9d • Onsite

About The Position

New Era Technology is hiring an entry-level Desktop Support Technician (L1) to provide onsite technical support to end users. The position is suited to a recent graduate or a candidate with up to one year of IT support experience. Hands-on training and guidance will be provided to develop desktop support and troubleshooting skills. The technician should bring a positive attitude, strong customer service and communication skills, and a willingness to learn while working directly with end users.

The role supports a range of hardware, operating systems, and applications, including Lenovo ThinkPad laptops, Apple MacBooks, Windows 10, macOS, Microsoft Office 365, Adobe Suite, Cisco AnyConnect VPN, PingID, SCCM, Casper, McAfee Antivirus/ePO, and CrashPlan. Work is fully onsite, with travel between local client sites when required. The technician reports to the Global Operations Manager and receives day-to-day direction from onsite partner leadership. Shifts are eight hours as directed by partner leadership; typical schedules are 8:00 AM–5:00 PM with a one-hour unpaid lunch or 8:30 AM–4:30 PM with a 30-minute paid lunch. Regular attendance is required, and planned leave should be communicated in advance.

Requirements

• High school diploma or equivalent.
• 0–1 year of experience in desktop support, IT support, help desk, or a related technical environment.
• Basic knowledge of computer hardware and troubleshooting.
• Basic knowledge of Microsoft Windows and macOS.
• Basic experience installing and troubleshooting software applications.
• Basic knowledge of Microsoft Office 365.
• Strong customer service and communication skills.
• Ability to troubleshoot problems logically and systematically.
• Willingness and ability to learn new technologies and processes.
• Ability to work onsite daily.
• Reliable transportation to travel to local sites when required.
• Ability to lift equipment weighing up to 50 pounds.
• Positive, team-oriented approach; good verbal and written communication; strong troubleshooting, problem-solving, critical-thinking, and analytical abilities; adaptability; organization and time-management skills; attention to detail; ability to prioritize and handle occasional stressful situations; and self-motivation and initiative.

Nice To Haves

• Experience using an IT ticketing or help desk system.
• CompTIA A+ certification.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience supporting Lenovo laptops or Apple MacBooks.
• Familiarity with VPN, antivirus, endpoint management, or software deployment tools.
• Familiarity with SCCM, Casper, Cisco AnyConnect VPN, McAfee/ePO, PingID, or similar technologies.
• Previous customer service experience in an IT environment.

Responsibilities

• Provide onsite Level 1 desktop and technical support to end users.
• Troubleshoot basic hardware, operating system, software, and connectivity issues.
• Set up and configure laptops, desktops, monitors, and other IT equipment.
• Install and replace computer hardware components, such as RAM and disk drives.
• Install, configure, and upgrade operating systems and software applications.
• Assist with Windows and macOS operating system deployment and imaging.
• Support Microsoft Office 365 and other standard business applications.
• Troubleshoot VPN, antivirus, authentication, and application-related issues.
• Perform basic system health checks, software updates, patching, encryption, and security-related tasks.
• Test equipment after repairs or configuration changes to ensure it is working properly.
• Create, update, and manage support tickets using IT service management or ticketing tools.
• Document troubleshooting steps, resolutions, and ticket updates.
• Identify and prioritize urgent technical issues and escalate them when required.
• Assist with IT asset management, equipment tracking, and inventory activities.
• Support video conferencing and basic infrastructure-related activities.
• Follow established IT support procedures, security standards, and company guidelines.
• Work closely with onsite leadership and the global operations team.
• Travel between local client sites when required.

Benefits

• Competitive benefits
• Continuous training
• Hands-on training and guidance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED