Desktop Support Engineer Jobs

Job Role: Desktop Support Engineer

Location: Sunnyvale, CA

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This role will provide hardware and application support to local and remote associates and coordinate projects and IT activities at the local site in partnership with Global IT Operations.

ESSENTIAL JOB RESPONSIBILITIES:

• Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
• Visit associate at deskside for hands-on support, as needed
• Administering network accounts - password resets and unlocking accounts
• Participate in special projects, both regional and global as needed
• Routinely screen work orders and distribute to appropriate subject matter experts
• Serve as the face of IT on site and participate in business relationship management activities
• Provide Windows account maintenance using Microsoft Active Directory
• Unpacking pallets/boxes of desktop and laptop computers in large quantities
• Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners
• Serve as the primary contact for providing senior-level white glove support and problem resolutions for the Executives and their Assistants
• Application support, including general account creation, password resets, installation and general troubleshooting
• Coordinate support between regional site and headquarters
• Build and deploy new hire computers/upgrades and RMA/warranty repairs
• Global customer support - supporting associates located outside their region with accommodation to different time zones, as needed
• Coordinate IT services with shared services inside XXXX and XXXX
• Provide support for telephony, including desk and mobile devices
• Server as the local point of contact for suppliers for IT support, equipment and repairs while arranging 3rd party activities
• Installation of PC operating systems
• Establish trust with the leadership team while maintaining confidentiality and privacy in all dealings with Executives and their data
• Support onsite Executive meetings, and remote webinar style meetings
• Collaborate with global IT team to improve processes and enhance customer satisfaction
• Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level

TRAINING RESPONSIBILITIES: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time
• For people managers, ensure your associates attend and complete all required trainings satisfactorily and on time.

MINIMUM REQUIREMENTS:

Education and Experience:

• Associate Degree in Information Technology, Computer Science or equivalent
• 3-4 years equivalent experience

Physical requirements/abilities

• Must be able to stand/walk for long periods of time
• The statements in this description represent typical elements, criteria and general work performed.They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.
• Must be able to lift at least 50 lbs / 25Kg