Desktop Support Technician

Sira Consulting, an Inc 5000 company; Santa Clara (CA); On-site; USD 65,000 - 90,000; Part time

Job summary

A leading technology consulting firm is seeking a Senior Desktop Support Engineer responsible for troubleshooting and resolving issues for end users, including installation and configuration of Windows and MAC systems. The ideal candidate will have 5-7 years of experience, strong customer service skills, and a thorough understanding of various IT tools and technologies.

Qualifications

• 5 to 7+ years of experience as a Desktop Support Engineer required.
• Proficient in troubleshooting Windows, macOS, and Linux configurations.
• Proficient with enterprise tools (Intune, JAMF, SCCM).
• Strong remote support and ticketing skills.

Responsibilities

• Troubleshoot and resolve installation, configuration, and performance issues.
• Ensure reliability and security of endpoints and applications.
• Provide remote assistance using desktop support tools.
• Collaborate with IT teams to resolve complex issues.
• Support remote users via RDP and other tools.

Skills

Technical Proficiency

Hardware Knowledge

Software Applications

Networking Basics

Remote Desktop Support

Customer Service Skills

Azure Active Directory

Office 365

Customer service

Tools

In Tune

JAMF

SCCM

Ninja One

Active Directory

Azure Active Directory

ServiceNow

Jira Service Management

Job description

Senior Desktop Support Engineer - Windows, MAC and Linux End Points

Job Description

A Desktop Support Engineer who is responsible for troubleshooting and resolving issues for end users and executives/VIPs. Issues can be related to installation, configuration, performance, functionality or compatibility of a product or service. They use various tools as a consumer such as In Tune, JAMF, SCCM, Ninja One, Active Directory, Azure Active Directory to identify the root cause and provide a solution or workaround.

Responsibility also includes ensuring the reliability, security, and performance of end points (Windows and MAC) and applications to meet the needs of our users and business operations.

Key Responsibilities

• Technical Proficiency: Understanding of operating systems (e.g., Windows, macOS, Linux) and their configurations, including troubleshooting common issues.
• Hardware Knowledge: Familiarity with desktop hardware components such as CPUs, RAM, hard drives, and peripherals (e.g., monitors, keyboards, mice), including troubleshooting hardware-related problems.
• Software Applications: Ability to install, configure, and troubleshoot various software applications, including productivity suites (e.g., Office 365, SharePoint), antivirus programs, and specialized software used within the organization.
• Software solutions: JAMF, Intune (Microsoft Endpoint Manager), SCCM, Ninja One, Active Directory, Azure Active Directory.
• Ticketing and Help Desk Platforms: ServiceNow and Jira Service Management or similar tools.
• Networking Basics: Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN, to troubleshoot network connectivity issues and configure network settings on desktops.
• Remote Desktop Support: Proficiency in providing remote assistance to users using remote desktop tools such as Remote Desktop Protocol (RDP), TeamViewer, or similar software.
• Customer Service Skills: Strong communication and interpersonal skills to effectively communicate with end-users, understand their issues, and provide clear instructions and solutions.
• IT Inventory: Responsible for managing, and tracking IT assets, including inventory and consumables, while contributing to demand planning strategies.
• Adaptability and Learning: Willingness to adapt to new technologies and learn continuously, as desktop support often involves staying updated with evolving hardware, software, and security trends.
• Team Collaboration: Ability to collaborate with other IT team members, such as network administrators, system administrators, and help desk staff, to resolve complex issues and improve overall IT infrastructure and support processes.

Qualifications

• Minimum 5 to 7+ years of experience as a Desktop Support Engineer.
• Experience required: 5-8 years of experience.

Job Details

• Seniority level: Associate
• Employment type: Contract
• Job function: Information Technology
• Industries: Information Services and Technology, Information and Media