Desktop Support Technician L1

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 currently hiring a Desktop Support Technician (L1) who has prior experience in Desktop Support, including troubleshooting support for MAC. Below is the complete job description:

Position Purpose

The 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 experience

Skills 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 focused attitude

This position is onsite in San Jose, CA with a pay of $18 per hour.