Help Desk Support Engineer

Sierra Proto Express•Sunnyvale, CA

1d•$25 - $30•Onsite

About The Position

The Help Desk Support Engineer provides first-level technical support for end users in a Microsoft Windows environment. This role troubleshoots and resolves desktop, printer/copier, and basic network (LAN/WAN/VPN) issues; manages support tickets; and partners with vendors and internal teams to restore service quickly and prevent repeat incidents.

Requirements

Communicate clearly in spoken and written English.
Associate’s degree (AA/AS) in Information Technology or equivalent practical experience.
Working knowledge of TCP/IP and common services/protocols (e.g., DHCP, DNS, FTP).
Proficiency with Microsoft Office and Outlook.
Strong troubleshooting skills and the ability to learn new tools, systems, and processes quickly.
Strong customer service mindset and the ability to explain technical concepts in an easy-to-understand way.
Ability to organize work, manage multiple priorities, and follow through to completion.
Professional demeanor with consistent follow-up and a collaborative approach.
Ability to stand and walk for extended periods during the workday.
Ability to perform effectively in a fast-paced environment.
Self-motivator and a sense of ownership and urgency to meet deadlines.
Must be able to maintain confidentiality & professionalism at all times.

Nice To Haves

Familiarity with Linux/UNIX and virtualization tools (e.g., VMware, VirtualBox) is a plus.

Responsibilities

Provide timely end-user support for Windows desktops/laptops, peripherals, and business applications; escalate issues as appropriate.
Diagnose incidents using available tools and user input; identify root cause when possible; implement effective fixes or workarounds; and document actions taken.
Manage help desk tickets end-to-end, including intake, prioritization, communication, resolution, and closure within expected timeframes.
Troubleshoot and support printers, copiers, and fax machines; coordinate vendor support and service calls as needed.
Troubleshoot basic network connectivity, including LAN/WAN and VPN issues; assist with network cable runs/termination as needed.
Maintain endpoint security and reliability by applying patches/updates and supporting enterprise tools (e.g., antivirus).
Support hardware and software standards by assisting with configuration baselines, imaging/setup, and documentation of approved configurations.
Maintain accurate asset and software inventory records; coordinate device deployments, relocations, and office moves.
Participate in IT projects and operational activities, including rollouts, upgrades, new installations, building power-downs, disaster recovery support, and continuous improvement initiatives.
Communicate potential issues, risks, and recurring problems to supervisors and managers; recommend cost-control and service improvements.
Maintain reliable attendance and punctuality; follow safety and housekeeping practices to support a clean and safe work environment