Desktop Support Technician

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

Job Summary

We are looking for an Entry-Level Desktop Support Technician (L1) to join our team and provide onsite technical support to end users.

This is an entry-level opportunity and is ideal for a recent graduate or candidate with up to 1 year of IT support experience . The selected candidate will receive hands-on training and guidance to develop their desktop support and troubleshooting skills.

The ideal candidate should have a positive attitude, strong customer service skills, good communication skills, and a willingness to learn. They should be comfortable troubleshooting basic hardware and software issues and working directly with end users.
Roles & 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/ticketing tools.
• Properly 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.

Mandatory Skills & Qualifications

• 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.
• Experience using an IT ticketing/help desk system is preferred.
• 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 on a daily basis.
• Reliable transportation to travel to local sites when required.
• Ability to lift equipment weighing up to 50 pounds.

Preferred Skills

• 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 tools such as SCCM, Casper, Cisco AnyConnect VPN, McAfee/ePO, PingID, or similar technologies.
• Previous customer service experience in an IT environment.

Technical Environment

The technician may support a variety of hardware, operating systems, and applications, including:

• Lenovo ThinkPad laptops
• Apple MacBooks
• Microsoft Windows 10
• macOS
• Microsoft Office 365
• Adobe Suite
• Cisco AnyConnect VPN
• PingID
• SCCM
• Casper
• McAfee Antivirus / ePO
• CrashPlan

Key Competencies

• Positive attitude and team-oriented approach.
• Strong customer service skills.
• Good verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Critical thinking and analytical skills.
• Ability to learn quickly and adapt to changing requirements.
• Good organization and time-management skills.
• Strong attention to detail.
• Ability to prioritize tasks and handle occasional stressful situations.
• Self-motivated and willing to take initiative.

Work Environment

• This is a fully onsite position .
• The candidate will work under the direction of the onsite partner leadership team.
• The candidate will report to the Global Operations Manager and take day-to-day direction from onsite partner leadership.
• Regular attendance is required.
• Any planned leave should be communicated in advance.

Schedule

• 8-hour shifts as directed by partner leadership.
• Typical schedules may include:
  • 8:00 AM - 5:00 PM with a 1-hour unpaid lunch, or
  • 8:30 AM - 4:30 PM with a 30-minute paid lunch.

Travel

Maybe required to travel between local sites as requested by partner leadership.

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