New Era Technology
Desktop Support Technician - Entry Level
New Era Technology, San Jose, California, United States, 95199
Overview
Desktop Support Technician - Entry Level at New Era Technology. Join a team-focused company that values People First and supports personal and professional growth. We aim to securely connect people, places, and information with end-to-end technology solutions at scale.
Position Purpose The primary responsibility of this role is to support clients by answering, logging, and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.
Responsibilities
Monitoring computer hardware performance and diagnosing system issues.
Installing new hardware in computers including adding or replacing memory (RAM) and installing disk drives.
Replacing worn or defective parts and cleaning computer hardware according to 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 projects.
Troubleshooting and resolving software application and OS-related problems.
Using IT Service Management tools to track and route cases (problem and request tickets) and adhering to standards for updating case information.
Identifying, prioritizing, and escalating urgent situations.
Performing system health checks and mitigation to meet software and security standards, including encryption, patching, and backups.
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.
Experience using 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 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.
Ability to apply good time management discipline and work under pressure.
Client-focused attitude.
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Position Purpose The primary responsibility of this role is to support clients by answering, logging, and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.
Responsibilities
Monitoring computer hardware performance and diagnosing system issues.
Installing new hardware in computers including adding or replacing memory (RAM) and installing disk drives.
Replacing worn or defective parts and cleaning computer hardware according to 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 projects.
Troubleshooting and resolving software application and OS-related problems.
Using IT Service Management tools to track and route cases (problem and request tickets) and adhering to standards for updating case information.
Identifying, prioritizing, and escalating urgent situations.
Performing system health checks and mitigation to meet software and security standards, including encryption, patching, and backups.
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.
Experience using 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 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.
Ability to apply good time management discipline and work under pressure.
Client-focused attitude.
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