Desktop Support Technician – L2

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

SUMMARY: 

We are seeking to hire a Desktop Support Technician to join our team.  The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will need to be comfortable leading and guiding a team of desktop technicians, be 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.

HIERARCHY:

The candidate will report to global operations manager with New Era and take direction from onsite partner leadership.

PRIMARY DUTIES:

• Serve as the initial contact for reporting technical issues and answering questions related to software, hardware, and network problems.
• Provide hands-on technical support for desktops, laptops, peripherals - Windows and MAC.
• Upgrading Windows & Apple notebook through the addition of new hardware, such as additional RAM or a new disk drive
• Replacing worn or defective parts and clean Windows & Apple notebook hardware according manufacturers’ specifications
• Performing testing of equipment that has been repaired, prior to returning the equipment to the user
• Imaging and re-imaging for Windows & Apple notebook deployments
• Respond to phone calls, messages, and emails related to system issues or hardware problems.
• Accurately diagnose, troubleshoot hardware and software issues, ensuring timely resolution.
• Assist end-users with hardware and software installations, configurations, and upgrades.
• Educate users on best practices for IT security and data protection.
• Ensure exceptional customer service and user satisfaction.
• Configure, troubleshoot, and monitor the functioning of personal computers and server systems.
• Basic Networking Knowledge
• Collaborate with other IT teams to address complex technical problems.
• Support and Mentor team members of desktop support technicians.
• Undertake pre-emptive maintenance on telecommunication equipment.
• Escalate unresolved issues to higher support tiers when necessary.
• Assign tasks, Coordinate with L2 teams, conduct training and provide feedback.
• Foster a positive and collaborative work environment.
• Maintain accurate records of incidents, service requests, and resolutions.
• Create and update documentation related to desktop support processes.
• Coordinate with stakeholders to ensure successful project execution.
• Inventory management
• Other related duties as required.

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, Ping ID, SCCM, Casper.

COMPENTENCY:

• Positive attitude and collaborative approach in working within a team environment.
• Leadership experience
• Strong customer service skills
• Strong oral and written communications
• 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 be flexible and handle stressful situations at times.

REQUIRED EDUCATION:

• Highschool diploma or equivalent required
• Bachelors or Associates in relevant field preferred

EXPERIENCE:

• 5+ years of relevant experience

LANGUAGE SKILLS:

• English proficiency

QUALIFICATIONS:

This is a level 2 position is ideally suited to a candidate with 5+ years’ experience in a fast paced desktop support environment, experience providing leadership, training and mentoring to a team, and experience with 1 or more of the following.

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

PHYSICAL DEMANDS: 

• Ability to lift up to 30 pounds.
• Requires reliable transport in order to be onsite.

WORK ENVIRONMENT:

The candidate will work onsite under direction of the partner leadership team.

EXPECTED HOURS OF WORK:

8-hour shifts as directed by partner leadership.  Typically, 8-5 with 1-hour unpaid lunch or 8:30-4:30 with half hour paid lunch.

TRAVEL:

Maybe required to travel between local sites as requested by partner leadership.

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