Desktop Support Technician – Entry Level 1 (Windows & Mac)

Role: Desktop Support Technician – Entry Level 1 (Windows & MAC)

Location: Milpitas, CA

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 Entry Level 1 Desktop Support Technician to join its team in Milpitas, 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.

Primary Responsibilities you will learn:

• Perform system health check and mitigation to meet software and security standards including encryption, patching and backup
• Setting up new configurations for computers including OS image deployment
• Performing equipment testing following repairs
• How to replace worn or defective parts and clean computer hardware according manufacturers’ specifications
• Identify, prioritize and escalate situations requiring urgent attention
• How to install new hardware in computers including adding / replacing computer memory (RAM), installing disk drives
• Troubleshoot and resolve software application and OS related problems
• Monitoring computer hardware performance and diagnosing system issues
• Installing, configuring and upgrading software applications including rollout project
• Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards

The core client hardware and software environment to be supported includes (but not limited to) - 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, Casper.

Knowledge and Skill Requirements:

This is an entry level position is ideally suited to a recent graduate with up to 1 years experience with 1 or more of the following

• Experience of supporting Office 365
• Knowledge and experience providing customer services, preferably in an IT service environment
• A+ certification
• Using any case management / support ticketing and knowledge-based systems
• Technical skills in installation and troubleshooting of relevant software and hardware

Key Competencies:

• Critical thinking and analytical capabilities in troubleshooting and problem solving
• Strong oral and written communications
• Strong customer service skills
• Attention to detail
• Ability to be flexible and handle stressful situations at times.
• Positive attitude and collaborative approach in working within a team environment
• Ability to learn and adapt quickly to changes
• Planning, organizing and prioritizing skills

This position is onsite in Milpitas, CA with a pay range of $15 - $17 per hour.