Desktop Support Technician, Entry Level

About the Role

New Era Technology is seeking an Entry-Level Desktop Support Technician (L1) to provide onsite technical support to end users. This role is ideal for recent graduates or candidates with up to 1 year of IT support experience, offering hands-on training and development.

Key Responsibilities

• Provide onsite Level 1 desktop and technical support to end users.
• Troubleshoot basic hardware, operating system, software, and connectivity issues.
• Set up and configure laptops, desktops, monitors, and other IT equipment.
• Install and replace computer hardware components such as RAM and disk drives.
• Install, configure, and upgrade operating systems and software applications.
• Assist with Windows and macOS operating system deployment and imaging.
• Support Microsoft Office 365 and other standard business applications.
• Troubleshoot VPN, antivirus, authentication, and application-related issues.
• Perform basic system health checks, software updates, patching, encryption, and security-related tasks.
• Test equipment after repairs or configuration changes.
• Create, update, and manage support tickets using IT service management/ticketing tools.
• Document troubleshooting steps, resolutions, and ticket updates.
• Identify and prioritize urgent technical issues and escalate them.
• Assist with IT asset management, equipment tracking, and inventory.
• Support video conferencing and basic infrastructure-related activities.
• Follow established IT support procedures, security standards, and company guidelines.
• Work closely with onsite leadership and the global operations team.
• Travel between local client sites when required.

Requirements & Tech Stack

• High school diploma or equivalent.
• 0–1 year of experience in desktop support, IT support, help desk, or a related technical environment.
• Basic knowledge of computer hardware and troubleshooting.
• Basic knowledge of Microsoft Windows and macOS.
• Basic experience installing and troubleshooting software applications.
• Basic knowledge of Microsoft Office 365.
• Strong customer service and communication skills.
• Ability to troubleshoot problems logically and systematically.
• Willingness and ability to learn new technologies and processes.
• Ability to work onsite daily.
• Reliable transportation to travel to local sites when required.
• Ability to lift equipment weighing up to 50 pounds.

Preferred Skills

• CompTIA A+ certification.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience supporting Lenovo laptops or Apple MacBooks.
• Familiarity with VPN, antivirus, endpoint management, or software deployment tools.
• Familiarity with tools such as SCCM, Casper, Cisco AnyConnect VPN, McAfee/ePO, PingID, or similar technologies.
• Previous customer service experience in an IT environment.
• Experience using an IT ticketing/help desk system is preferred.

Technical Environment

• Lenovo ThinkPad laptops
• Apple MacBooks
• Microsoft Windows 10
• macOS
• Microsoft Office 365
• Adobe Suite
• Cisco AnyConnect VPN
• PingID
• SCCM
• Casper
• McAfee Antivirus / ePO
• CrashPlan

Key Competencies

• Positive attitude and team-oriented approach.
• Strong customer service skills.
• Good verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Critical thinking and analytical skills.
• Ability to learn quickly and adapt to changing requirements.
• Good organization and time-management skills.
• Strong attention to detail.
• Ability to prioritize tasks and handle occasional stressful situations.
• Self-motivated and willing to take initiative.

Work Environment

• This is a fully onsite position.
• The candidate will work under the direction of onsite partner leadership.
• Regular attendance is required.

Schedule

• 8-hour shifts as directed by partner leadership.
• Typical schedules may include:
• 8:00 AM – 5:00 PM with a 1-hour unpaid lunch.
• 8:30 AM – 4:30 PM with a 30-minute paid lunch.

Travel

• May be required to travel between local sites as requested by partner leadership.