Desktop Support Technician

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide._
- We are looking for team members to contribute to and deliver our mission: "To deliver and support technology solutions that securely connect people, places, and information." New Era Technology is a community of like-minded, like-hearted people who share the same vision and values._
- Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions. _
- New Era Technology provides a team-oriented culture, a positive environment filled with incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field. _We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed._
- We are currently hiring a Desktop Support Technician (L1) who has prior experience in Desktop Support, including troubleshooting support for MAC. Below is the complete job description:_

**Duties/Responsibilities**:

- Monitor computer hardware performance and diagnose system issues
- Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive
- Replace worn or defective parts and clean computer hardware according to manufacturers' specifications
- Perform testing of equipment that has been repaired, prior to returning the equipment to the user
- Set up new configurations for computers including OS image deployment
- Track and route problems and requests tickets while thoroughly documenting actions and resolutions
- Identify, prioritize and escalate situations requiring urgent attention
- Perform system health check and mitigation to meet software and security standards including encryption, patching and backup
- Core Client Hardware and Software Environment to include (but not limited to) - Lenovo Thinkpad laptops, MAC Books, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crashplan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM, Casper

**Required Skills/Abilities**:

- Advanced technical skills in installation and troubleshooting of relevant software and hardware
- Sound technical skills in installation and troubleshooting of relevant software and hardware
- Knowledge and experience of customer IT service delivery, ticketing and knowledge-based systems, ServiceNow experience is a plus
- Extensive experience of supporting Office 365
- A+ certification or equivalent years of experience

**Key Competencies**:

- Positive attitude and collaborative approach in working within a team environment
- 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