Desktop Support Technician – L2

New Era Technology, Inc.; San Jose (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

New Era Technology, Inc. is hiring a Desktop Support Technician to join a team-focused environment onsite in California. The role requires guiding a team of desktop technicians, resolving hardware and software issues, and proactively improving processes.

The ideal candidate will lead by example, communicate clearly, and ensure high customer satisfaction. The position emphasizes strong knowledge of Windows and Mac environments, Office 365, security best practices, and hands-on hardware upgrades.

Qualifications

• Highschool diploma required; Bachelor’s/Associate in relevant field preferred.
• 5+ years of relevant desktop support experience; leadership/mentoring experience
• Experience with Office 365, case management systems, and knowledge-based systems
• A+ certification preferred
• Ability to lift up to 30 pounds and onsite transportation

Responsibilities

• Serve as the initial contact for reporting technical issues and questions related to software, hardware, and network problems.
• Provide hands-on desktop support for Windows and Mac notebooks and peripherals.
• Upgrade and replace hardware components and image/re-image notebooks for deployments.
• Diagnose and troubleshoot hardware and software issues; ensure timely resolution.
• Mentor and coordinate with L2 teams; maintain documentation and incident records.

Skills

Leadership experience

Customer service skills

Strong communications

Problem solving

Team mentoring

Planning and organizing

Attention to detail

Adaptability

Education

Highschool diploma or equivalent

Bachelor's or Associates in relevant field preferred

Tools

Office 365

SCCM

Casper

CrashPlan

McAfee AV/ePO

Cisco AnyConnect VPN

MacOS

Windows 10

Job description

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

SUMMARY

We are seeking to hire a Desktop Support Technician to join our team. The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will need to be comfortable leading and guiding a team of desktop technicians, be able to view situations from multiple angles, and will naturally take the lead to resolve problems when they arrive. Finally, the ideal candidate will be confident in themselves to suggest improvements when they observe deficiencies.

PRIMARY DUTIES

• Serve as the initial contact for reporting technical issues and answering questions related to software, hardware, and network problems.
• Provide hands-on technical support for desktops, laptops, peripherals - Windows and MAC.
• Upgrading Windows & Apple notebook through the addition of new hardware, such as additional RAM or a new disk drive
• Replacing worn or defective parts and clean Windows & Apple notebook hardware according manufacturers’ specifications
• Performing testing of equipment that has been repaired, prior to returning the equipment to the user
• Imaging and re-imaging for Windows & Apple notebook deployments
• Respond to phone calls, messages, and emails related to system issues or hardware problems.
• Accurately diagnose, troubleshoot hardware and software issues, ensuring timely resolution.
• Assist end-users with hardware and software installations, configurations, and upgrades.
• Educate users on best practices for IT security and data protection.
• Ensure exceptional customer service and user satisfaction.
• Configure, troubleshoot, and monitor the functioning of personal computers and server systems.
• Basic Networking Knowledge
• Collaborate with other IT teams to address complex technical problems.
• Support and Mentor team members of desktop support technicians.
• Undertake pre-emptive maintenance on telecommunication equipment.
• Escalate unresolved issues to higher support tiers when necessary.
• Assign tasks, Coordinate with L2 teams, conduct training and provide feedback.
• Foster a positive and collaborative work environment.
• Maintain accurate records of incidents, service requests, and resolutions.
• Create and update documentation related to desktop support processes.
• Coordinate with stakeholders to ensure successful project execution.
• Inventory management
• Other related duties as required.

The core client hardware and software environment to be supported includes (but not limited to) - Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM, Casper.

COMPENTENCY

• Positive attitude and collaborative approach in working within a team environment.
• Leadership experience
• Strong customer service skills
• Strong oral and written communications
• Ability to learn and adapt quickly to changes.
• Critical thinking and analytical capabilities in troubleshooting and problem solving.
• Planning, organizing and prioritizing skills.
• Attention to detail.
• Ability to be flexible and handle stressful situations at times.

REQUIRED EDUCATION

• Highschool diploma or equivalent required
• Bachelors or Associates in relevant field preferred

EXPERIENCE

• 5+ years of relevant experience

QUALIFICATIONS

This is a level 2 position is ideally suited to a candidate with 5+ years’ experience in a fast-paced desktop support environment, experience providing leadership, training and mentoring to a team, and experience with 1 or more of the following.

• Technical skills in installation and troubleshooting of relevant software and hardware.
• Knowledge and experience providing customer services, preferably in an IT service environment.
• Using any case management / support ticketing and knowledge-based systems
• Experience of supporting Office 365
• A+ certification

PHYSICAL DEMANDS

• Ability to lift up to 30 pounds.
• Requires reliable transport in order to be onsite.

WORK ENVIRONMENT

The candidate will work onsite under direction of the partner leadership team.

#LI-AC1

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. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately [e-mail] .