Deskside Support

eJAmerica; Milpitas (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

eJAmerica seeks an experienced Deskside Support Engineer to deliver onsite IT support across Milpitas and Irvine campuses. You will troubleshoot desktops, laptops, printers, and collaboration tools, ensuring rapid incident resolution and SLA adherence.

Ideal candidates have 4–6 years of deskside experience, strong Windows/macOS skills, Office 365, and customer‑facing IT expertise. This on‑site role requires excellent communication and teamwork in a fast‑paced environment.

Qualifications

• 4–6 years of hands‑on deskside/desktop support experience.
• Experience with Windows and macOS environments; Office 365, Teams.
• Onsite IT support across multiple US locations; strong customer service skills.

Responsibilities

• Provide onsite support for desktops, laptops, Macs, printers, and collaboration tools.
• Troubleshoot hardware, software, OS, network, and application issues; resolve tickets in ServiceNow.
• Manage user accounts, permissions, and access; handle asset lifecycle and documentation.
• Support Cisco video/telephony systems and room tech; collaborate with IT teams.

Skills

Deskside/Desktop Support

Windows OS

MacOS

Office 365

Troubleshooting

Customer service

Communication

SLA management

Endpoint management

VPN basics

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

SCCM

Tanium

PDQ Deploy

CrowdStrike

GlobalProtect VPN

Tableau

Job description

Experience: 4–6 Years

Location: Milpitas, CA / Irvine, CA (Onsite), USA

Job Summary

We are seeking an experienced Deskside Support Engineer to provide hands‑on, onsite IT support for end users across our US office locations. The ideal candidate will have strong experience in desktop support, hardware and software troubleshooting, endpoint management, collaboration technologies, and IT service management. This role requires excellent customer service skills, technical expertise, and the ability to resolve issues quickly while ensuring minimal disruption to business operations.

Key Responsibilities

• Provide onsite technical support for desktops, laptops, Macs, mobile devices, printers, and workplace technology.
• Troubleshoot and resolve hardware, software, operating system, network, and application‑related issues.
• Install, configure, maintain, and upgrade desktops, laptops, peripherals, and software.
• Manage user accounts, permissions, certificates, and access requests.
• Support Microsoft Windows, macOS, Microsoft Office, Microsoft Teams, and Office 365 environments.
• Handle incidents and service requests through ServiceNow, ensuring SLA compliance.
• Support conference rooms, Cisco video conferencing systems, telephony, and collaboration platforms.
• Work with partner teams on hardware‑related processes, including device forensics with Information Security and legal hold activities.
• Perform software deployment, patch management, and endpoint administration using enterprise management tools.
• Diagnose connectivity issues involving LAN/WAN, VPN, wireless, switching, and routing technologies.
• Document troubleshooting steps, maintain asset records, and update knowledge base articles.
• Provide excellent customer support while collaborating with cross‑functional IT teams.

Required Skills & Experience

• 4–6 years of hands‑on experience in Deskside/Desktop Support.
• Strong experience supporting:
• Microsoft Windows Operating Systems
• PCs, Laptops, MacBooks, Mac Mini, Apple TV
• Microsoft Office Suite, Microsoft Teams, Office 365
• Printers and peripheral devices
• Cisco Phones and Video Conferencing solutions
• Experience with:
• ServiceNow
• SCCM
• Tanium
• ManageEngine Device Control
• PDQ Deploy
• CrowdStrike
• GlobalProtect VPN
• Tableau
• Knowledge of endpoint management, software deployment, certificate management, and asset lifecycle management.
• Experience supporting cloud applications such as Webex, Box, and Office 365.
• Strong troubleshooting skills for hardware, software, and networking issues.
• Excellent communication, customer service, and problem‑solving skills.

Preferred Qualifications

• Experience supporting Cisco Telephony, Cisco Video Conferencing, SIP, Crestron, and other AV/projection systems.
• Understanding of networking concepts including switching, routing, and connectivity troubleshooting.
• Experience working with Information Security and Legal teams on device forensics and hardware hold processes.
• ITIL Foundation or relevant Microsoft/Apple certifications are a plus.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Employment Type

Full-Time

Work Location

Milpitas, California or Irvine, California (Onsite)