Desktop Support Technician - Entry Level

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   Position Purpose  The primary responsibility of this role is to support clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.  Duties and Responsibilities  Monitoring computer hardware performance and diagnosing system issues    Installing new hardware in computers including adding or replacing computer memory (RAM) and installing disk drives   Replacing worn or defective parts and clean computer hardware according manufacturers’ specifications   Performing equipment testing following repairs   Setting up new configurations for computers including OS image deployment   Installing, configuring and upgrading software applications including rollout project   Troubleshoot and resolve software application and OS related problems   Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards   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   Other related duties as required  Performance Measures  Meeting client service level agreement (SLA) targets  Meeting utilization targets  Measures agreed and set during performance appraisal.   Qualifications  Tertiary qualification in relevant field  A+ certification or equivalent years of experience   Skills and Experience  Minimum 1 year experience with installation and troubleshooting in a technical environment  Knowledge and experience providing customer services in an IT environment  Using any case management / support ticketing and knowledge-based systems   Previous experience with 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, Ping ID, SCCM and/or Casper  Experience supporting Office 365   Sound logical diagnostic ability  Attributes  Positive attitude and collaborative approach in working within a team environment   Strong customer service skills   Strong oral and written communications   Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people.  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 problem solve and think both logically and laterally.  The ability to apply good time management discipline and work under pressure  Client focused attitude  #LI-US1 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”). View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/https://www.neweratech.com/us/privacy-policy/ 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 at mailto:privacy@neweratech.com .  Offices: (North America);