IT Support / Desktop Support Technician (Entry Level)

New Era Technology•San Jose, CA

5d•Onsite

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. Position Overview: We are looking for an IT Support / Desktop Support Technician to provide hands-on technical support to clients and employees. In this role, you will troubleshoot hardware and software issues, set up and maintain computers, install applications, and make sure systems are secure and working properly. You will also work directly with users, provide excellent customer service, and manage support requests through an IT ticketing system.

Requirements

1+ year of experience in IT support, desktop support, technical support, or a similar role.
Hands-on experience installing, configuring, and troubleshooting computers and software.
Experience supporting users in a corporate IT environment.
Experience using an IT ticketing / case management system.
Experience supporting Microsoft 365 / Office 365.
Strong troubleshooting and problem-solving skills.
CompTIA A+ certification is preferred, or equivalent hands-on experience.

Nice To Haves

Experience with Lenovo ThinkPad laptops
Experience with Apple MacBooks / macOS
Experience with Microsoft Windows 10
Experience with Microsoft Office / Microsoft 365
Experience with Adobe Suite
Experience with Cisco AnyConnect VPN
Experience with SCCM / Microsoft Endpoint Configuration Manager
Experience with Casper / Jamf or similar Mac management tools
Experience with McAfee / enterprise antivirus solutions
Experience with PingID or similar MFA solutions
Experience with CrashPlan or similar backup solutions
Experience with ITSM / service desk ticketing systems
Strong customer service and communication skills.
Positive attitude and a team-oriented approach.
Ability to communicate effectively with both technical and non-technical users.
Strong analytical and troubleshooting abilities.
Good attention to detail.
Ability to prioritize tasks and manage time effectively.
Comfortable working in a fast-paced environment.
Ability to learn new technologies and adapt to changing requirements.
Ability to remain calm and professional when handling urgent technical issues.

Responsibilities

Troubleshoot and diagnose computer hardware and performance issues.
Install, replace, and upgrade computer components such as RAM, hard drives, and other hardware.
Replace faulty or damaged computer parts and perform routine hardware maintenance.
Test computers and equipment after repairs to make sure everything is working correctly.
Set up and configure new computers and deploy operating system images.
Support Lenovo ThinkPad laptops and Apple MacBooks.
Install, configure, and upgrade software and applications.
Support software rollout and deployment projects.
Troubleshoot Windows and macOS operating system issues.
Provide support for Microsoft Office / Microsoft 365 applications.
Troubleshoot VPN, antivirus, security, and other desktop applications.
Assist users with applications such as Adobe Suite and other business-critical software.
Respond to user support requests and technical incidents in a timely and professional manner.
Log, update, track, and close support tickets using an IT service management (ITSM) / ticketing system.
Prioritize tickets based on urgency and business impact.
Escalate complex or critical issues to the appropriate technical team.
Keep users informed about the status of their support requests.
Perform basic system health checks and resolve issues that could affect system performance or security.
Ensure computers meet required security and software standards.
Support activities such as: Security patching, Disk encryption, Antivirus protection, Software updates, Backup checks.
Follow company IT and security policies.
Provide friendly and professional technical support to both technical and non-technical users.
Explain technical issues and solutions in simple, easy-to-understand language.
Build positive relationships with clients and users.
Handle multiple support requests while maintaining a high level of customer service.