Lead Desktop Support Technician

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

Job summary

New Era Technology is hiring a Desktop Support Technician to lead a small team and deliver top-tier IT support. You will resolve hardware, software, and network issues for Windows and Mac devices, while guiding junior staff and coordinating with higher-level teams.

The role expects strong customer service, effective communication, and the ability to adapt to changes in a fast-paced environment.

Qualifications

• Requires leadership experience and ability to mentor a team.
• Solid customer service skills and clear communication are essential.
• Experience with IT support processes and ticketing systems is a plus.

Responsibilities

• Be the first contact for tech issues and questions across software, hardware, and network problems.
• Provide hands-on desktop, laptop, and peripheral support for Windows and macOS.
• Upgrade hardware, imaging, and deployment for notebooks; replace defective parts per specs.
• Diagnose and resolve hardware/software issues; ensure timely resolution.
• Lead and mentor desktop support technicians; coordinate with L2 teams.

Skills

Leadership experience

Customer service

Oral and written communication

Critical thinking

Planning and organizing

Attention to detail

Flexibility

Education

Highschool diploma or equivalent

Bachelor's or Associate degree preferred

Tools

Office 365

Job description

New Era Technology is hiring a Desktop Support Technician to lead a small team and deliver top-tier IT support. You will resolve hardware, software, and network issues for Windows and Mac devices, while guiding junior staff and coordinating with higher-level teams.

The role expects strong customer service, effective communication, and the ability to adapt to changes in a fast-paced environment.