IT Support Specialist

TEKsystems; Pleasanton (CA); On-site; USD 60,000 - 85,000; Full time

Job summary

TEKsystems is seeking a Desktop Support Technician to provide onsite end-user support in a corporate office. You will troubleshoot hardware, software, networking, and collaboration technology, supporting Windows and macOS, and assisting with conference room systems and device provisioning.

The role emphasizes independent work, strong Microsoft 365 knowledge, and excellent customer service in a fast-paced environment.

Qualifications

• 3–4 years in Service Desk/Help Desk/Desktop Support.
• Experience with Windows and/or macOS.
• Strong knowledge of Microsoft 365/Office 365 apps.
• Familiarity with ServiceNow ticketing.
• Experience using Bomgar for remote support.
• Networking fundamentals: DNS, DHCP, Wi‑Fi.
• Able to troubleshoot desktop hardware and software.
• Excellent communication and customer service.
• Ability to work independently and manage priorities.
• Document issues and resolutions in a ticketing system.

Responsibilities

• Provide onsite desktop and end-user support for Windows and macOS.
• Troubleshoot hardware, software, OS, and app issues.
• Support Microsoft 365 apps and services (Outlook, Teams, OneDrive).
• Diagnose and resolve networking connectivity issues (DNS, DHCP, Wi‑Fi).
• Use ServiceNow and Bomgar to manage incidents and requests.
• Document troubleshooting steps and resolutions in tickets.
• Deploy, configure, and support desktops, laptops, and peripherals.
• Coordinate equipment provisioning for new hires and offboarding disposals.
• Support conference room tech and collaboration systems.
• Escalate complex issues to appropriate teams when needed.

Skills

Windows support

macOS support

Microsoft 365

Remote support

Customer service

Documentation

Independent work

Ticketing systems

Troubleshooting

Networking basics

Tools

ServiceNow

Bomgar

Job description

Job Summary

We are seeking a Desktop Support Technician to provide onsite technical support for end users in a corporate office environment. This role is responsible for troubleshooting hardware, software, networking, and collaboration technology issues while ensuring an exceptional customer experience. The ideal candidate will have experience in help desk or desktop support, strong Microsoft technologies knowledge, and the ability to independently manage support requests, hardware deployments, and conference room technology.

Key Responsibilities

• Provide onsite desktop and end-user support for Windows and macOS environments.
• Troubleshoot and resolve hardware, software, operating system, and application-related issues.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and Office applications.
• Diagnose and resolve network connectivity issues involving DNS, DHCP, Wi‑Fi, and other basic networking technologies.
• Utilize ServiceNow and remote support tools such as Bomgar to manage, troubleshoot, and resolve incidents and service requests.
• Document troubleshooting steps, resolutions, and technical details within ServiceNow tickets.
• Deploy, configure, and support desktops, laptops, mobile devices, and peripherals.
• Coordinate laptop shipments and equipment provisioning to ensure new hires receive hardware on schedule.
• Manage hardware recovery efforts by coordinating the shipment of return equipment boxes for offboarded employees.
• Support conference room technology, executive meeting spaces, and company‑wide town hall events.
• Provide audiovisual and collaboration support for Microsoft Teams meetings and conference room systems.
• Assist with device imaging, hardware refreshes, software installations, and asset management activities.
• Escalate complex technical issues to appropriate support teams when necessary.
• Maintain a high level of customer service while supporting users across the organization.

Required Qualifications

• 3-4 years of experience in a Service Desk, Help Desk, or Desktop Support role.
• Experience supporting Windows and/or macOS operating systems.
• Strong knowledge of Microsoft 365 and Office 365 applications.
• Familiarity with ticketing systems such as ServiceNow.
• Experience using remote support tools such as Bomgar.
• Understanding of networking fundamentals, including DNS, DHCP, Wi‑Fi, and basic connectivity troubleshooting.
• Ability to troubleshoot common desktop hardware and software issues.
• Strong communication, problem‑solving, and customer service skills.
• Ability to work independently and effectively manage multiple priorities.
• Experience documenting technical issues and resolutions within a ticket management system.