Desktop Support Technician

United States·New Yorkmid

Customer SupportDesktop Support Technician

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Quick Summary

Key Responsibilities

• Monitor computer hardware performance and diagnose system issues • Upgrade computers through the addition of new hardware,

Requirements Summary

• Advanced technical skills in installation and troubleshooting of relevant software and hardware • Knowledge and experience of customer IT service delivery, ticketing,

Technical Tools

Customer SupportDesktop Support Technician

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 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. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — 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

New Era Technology Company is hiring L2 Desktop Support Technician who has prior experience in desktop support, including troubleshooting support for MAC & Windows. Below is the complete job description:

Primary Responsibilities:
• Monitor computer hardware performance and diagnose system issues
• Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive
• Replace worn or defective parts and clean computer hardware according manufacturers’ specifications
• Perform testing of equipment that has been repaired, prior to returning the equipment to the user
• Set up new configurations for computers including OS image deployment
• Install, configure, and upgrade software applications including rollout project
• Troubleshoot and resolve software application and OS related problems
• Track and route problems and requests tickets while thoroughly documenting actions and resolutions
• Serve as escalation point of contact, identify, prioritize, and further escalate situations requiring urgent attention
• Perform system health check and mitigation to meet software and security standards including encryption, patching and backup
• Core Client Hardware and Software Environment to include (but not limited to) - Lenovo Think pad laptops, MAC Books, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crash plan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM, Casper

Knowledge and Skill Requirements:
• Advanced technical skills in installation and troubleshooting of relevant software and hardware
• Knowledge and experience of customer IT service delivery, ticketing, and knowledge-based systems
• Extensive experience of supporting Office 365
• A+ certification or equivalent years of experience

Preferred Certification: Dell, HP, Apple

Key Competencies:
• Positive attitude and collaborative approach in working within a team environment
• Ability to lead coordination efforts and manage workload efficiencies
• 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

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at privacy@neweratech.com .