Desktop Support Technician

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. 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.

 

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-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 the onsite partner leadership team.
• The candidate will report to the Global Operations Manager and take day-to-day direction from onsite partner leadership.
• Regular attendance is required.
• Any planned leave should be communicated in advance.

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, or
  • 8:30 AM – 4:30 PM with a 30-minute paid lunch.

Travel

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