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Desktop Support TechnicianLevel 1

Company: New Era Technology
Location: San Jose
Posted on: June 6, 2024

Job Description:

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.We are looking for team members to contribute to and deliver our mission: To deliver and support technology solutions that securely connect people, places, and information. New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.New Era Technology provides a team-oriented culture, a positive environment filled with incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field. We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.We are offering the opportunity to learn the fundamentals of IT services support that will become the foundation of a career in the IT services sector. We are seeking to hire an Desktop Support Technician-Level1 to join its team in San Jose, CA We will provide the right candidate with hands on education and training to enable the candidate to perform the responsibilities described below. The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will be inquisitive by nature, who is able to view situations from multiple angles, and will naturally take the lead to resolve problems when they arrive. Finally, the ideal candidate will be confident in themselves to suggest improvements when they observe deficiencies.Position PurposeThe primary responsibility of this role is to support clients through answering, logging, and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.Duties and Responsibilities

  • Monitoring computer hardware performance and diagnosing system issues.
  • Installing new hardware in computers including adding or replacing computer memory (RAM) and installing disk drives
  • Replacing worn or defective parts and clean computer hardware according manufacturers specifications
  • Performing equipment testing following repairs
  • Setting up new configurations for computers including OS image deployment
  • Installing, configuring and upgrading software applications including rollout project
  • Troubleshoot and resolve software application and OS related problems.
  • Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards.
  • Identify, prioritize and escalate situations requiring urgent attention.
  • Perform system health check and mitigation to meet software and security standards including encryption, patching and backup.
  • Other related duties as required.Performance Measures
    • Meeting client service level agreement (SLA) targets
    • Meeting utilization targets
    • Measures agreed and set during performance appraisal.Qualifications
      • Tertiary qualification in relevant field
      • A+ certification or equivalent years of experienceSkills and Experience
        • Minimum 2 years experience with installation and troubleshooting in a technical environment.
        • Knowledge and experience providing customer services in an IT environment.
        • Using any case management / support ticketing and knowledge-based systems
        • Previous experience with Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM and/or Casper
        • Experience supporting Office 365
        • Sound logical diagnostic ability.Attributes
          • Positive attitude and collaborative approach in working within a team environment.
          • Strong customer service skills
          • Strong oral and written communications
          • Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people.
          • Ability to learn and adapt quickly to changes.
          • Critical thinking and analytical capabilities in troubleshooting and problem solving.
          • Planning, organizing and prioritizing skills.
          • Attention to detail.
          • Ability to problem solve and think both logically and laterally.
          • The ability to apply good time management discipline and work under pressure.
          • Client focussed attitude. Desktop Support TechnicianLevel 1

Keywords: New Era Technology, San Jose , Desktop Support TechnicianLevel 1, Other , San Jose, California

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