Desktop Support Technician

Responsibilities

• Serve as the initial contact for reporting technical issues related to software, hardware, and network problems
• Provide hands-on technical support for Windows and Mac desktops, laptops, and peripherals
• Perform hardware upgrades, repairs, and imaging for Windows and Apple notebooks
• Diagnose and troubleshoot hardware and software issues to ensure timely resolution
• Assist end-users with installations, configurations, and upgrades
• Support and mentor a team of desktop support technicians
• Assign tasks, coordinate with L2 teams, and conduct training
• Maintain accurate records of incidents, service requests, and resolutions
• Manage inventory and update desktop support documentation

Requirements

• 5+ years of relevant desktop support experience
• High school diploma or equivalent (Bachelor's or Associate's degree preferred)
• Experience providing leadership, training, and mentoring to a team
• Proficiency with Windows 10, macOS, and Microsoft Office 365
• Experience with case management or support ticketing systems
• A+ certification
• Ability to lift up to 30 pounds
• Reliable transport for onsite work

Preferred Qualifications

• Experience with SCCM, Casper, and Cisco AnyConnect VPN
• Knowledge of McAfee AV / ePO and PingID
• Experience in a fast-paced IT service environment

About the Company

New Era Technology is a global team of over 3,000 professionals committed to securely connecting people, places, and information with end-to-end technology solutions at scale.