Desktop Support Technician - Entry Level
New Era Technology•San Jose, CA
•Onsite
About The Position
New Era Technology is seeking an entry-level Desktop Support Technician (L1) to provide onsite technical support to end users. The role is suited to a recent graduate or a candidate with up to one year of IT support experience. The selected candidate will receive hands-on training and guidance 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.
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; troubleshooting, problem-solving, critical-thinking, analytical, organizational, time-management, and attention-to-detail skills; ability to adapt, prioritize tasks, and handle occasional stressful situations; self-motivation and initiative.
- Regular attendance is required, and planned leave should be communicated in advance.
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 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 confirm 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
