Desktop Support Technician - SJC

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
Job Summary
We are looking for an Entry-Level Desktop Support Technician (L1) to join our team and provide onsite technical support to end users.
This is an entry-level opportunity and is ideal for a recent graduate or candidate with up to 1 year of IT support experience. The selected candidate will receive hands-on training and guidance to develop their desktop support and troubleshooting skills.
The ideal candidate should have a positive attitude, strong customer service skills, good communication skills, and a willingness to learn. They should be comfortable troubleshooting basic hardware and software issues and working directly with end users.
Roles & 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 to ensure it is working properly.
Create, update, and manage support tickets using IT service management/ticketing tools.
Properly document troubleshooting steps, resolutions, and ticket updates.
Identify and prioritize urgent technical issues and escalate them when required.
Assist with IT asset management, equipment tracking, and inventory activities.
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.
Mandatory Skills & Qualifications
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.
Experience using an IT ticketing/help desk system is preferred.
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 on a daily basis.
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.
Technical Environment
The technician may support a variety of hardware, operating systems, and applications, including:
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-orie