IT Support Technician AMER Desktop Operations

We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers - from banks to theme parks ¬- can focus on achieving the incredible with data.

If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate - and wow their customers. Right now, we're laying the foundation for our next wave of growth. We're looking for people who love being part of a diverse, global team - and who get excited about making a real-world impact with data.

The Team

The IT Desktop Support Engineer provides high-quality onsite and remote technical support for end users across Windows and Apple environments. This role is responsible for diagnosing and resolving complex desktop issues, supporting hardware and software lifecycle activities, and ensuring a consistent, reliable end-user computing experience in a global, collaborative enterprise environment.

The Role

• Perform onsite and remote analysis, diagnosis, and resolution of complex desktop and endpoint issues for end users.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, peripherals, and related software.
• Maintain conference room readiness, ensuring AV and video conferencing systems are functional and supporting users during meetings.
• Troubleshoot technical issues and coordinate with IT/facilities to keep meeting spaces reliable and up to standard.
• Assess workstation performance and implement hardware upgrades (e.g., memory, storage) as required.
• Collaborate closely with Network technicians, Server administrators, and other IT teams to ensure efficient operation of the desktop computing environment.
• Receive and respond to support requests via walk-ins, phone, chat, email, and service desk tickets.
• Work assigned incidents, requests, and IMAC (Install, Move, Add, Change) tasks through the service desk.
• Support new hire onboarding and equipment provisioning requests submitted through the service desk.
• Deploy and manage software using, Microsoft Intune, and JAMF Self Service. (some experience)
• Support Microsoft Autopilot, White Glove deployments, and modern device provisioning workflows. (can be learned)
• Provide remote support using approved remote access tools.
• Assist in creating, maintaining, and enforcing desktop support procedures, documentation, and operational metrics.
• Accurately document hardware and software installations, failures, repairs, and removals. (must)
• Interface with third-party vendors and support partners for escalations, repairs, and equipment procurement. (this can be learned)
• Support and assist with corporate meetings and townhalls, ensuring end-user technology readiness

What You'll Bring (Requirements)

• 2+ years of IT Desktop Support
• Bachelors or Associates Degree in IT/Computer Science Related Field
• Experience working in remote access, computer support, remote technical support, Apple Mac OS, Windows Computers, Active Directory, Microsoft Azure and Intune, Video Conferencing Support, Jamf Pro, IT Troubleshooting, and ServiceNow Platform.
• Preferred Certifications in Microsoft Certified Desktop Support Technician - Microsoft and/or CompRIT A+ Certification - Computing Technology Industry Associate (CompTIA)

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