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 Overview
We are looking for an IT Support / Desktop Support Technician to provide hands-on technical support to clients and employees. In this role, you will troubleshoot hardware and software issues, set up and maintain computers, install applications, and make sure systems are secure and working properly.
You will also work directly with users, provide excellent customer service, and manage support requests through an IT ticketing system.
Hardware & Desktop Support
- Troubleshoot and diagnose computer hardware and performance issues.
- Install, replace, and upgrade computer components such as RAM, hard drives, and other hardware.
- Replace faulty or damaged computer parts and perform routine hardware maintenance.
- Test computers and equipment after repairs to make sure everything is working correctly.
- Set up and configure new computers and deploy operating system images.
- Support Lenovo ThinkPad laptops and Apple MacBooks.
Software & Application Support
- Install, configure, and upgrade software and applications.
- Support software rollout and deployment projects.
- Troubleshoot Windows and macOS operating system issues.
- Provide support for Microsoft Office / Microsoft 365 applications.
- Troubleshoot VPN, antivirus, security, and other desktop applications.
- Assist users with applications such as Adobe Suite and other business-critical software.
IT Service & Ticket Management
- Respond to user support requests and technical incidents in a timely and professional manner.
- Log, update, track, and close support tickets using an IT service management (ITSM) / ticketing system.
- Prioritize tickets based on urgency and business impact.
- Escalate complex or critical issues to the appropriate technical team.
- Keep users informed about the status of their support requests.
Security & System Health
- Perform basic system health checks and resolve issues that could affect system performance or security.
- Ensure computers meet required security and software standards.
- Support activities such as:
- Security patching
- Disk encryption
- Antivirus protection
- Software updates
- Backup checks
- Follow company IT and security policies.
Customer Support
- Provide friendly and professional technical support to both technical and non-technical users.
- Explain technical issues and solutions in simple, easy-to-understand language.
- Build positive relationships with clients and users.
- Handle multiple support requests while maintaining a high level of customer service.
What We’re Looking For
Required Qualifications & Experience
- 1+ year of experience in IT support, desktop support, technical support, or a similar role.
- Hands-on experience installing, configuring, and troubleshooting computers and software.
- Experience supporting users in a corporate IT environment.
- Experience using an IT ticketing / case management system.
- Experience supporting Microsoft 365 / Office 365.
- Strong troubleshooting and problem-solving skills.
- CompTIA A+ certification is preferred, or equivalent hands-on experience.
Technical Skills
Experience with some or most of the following technologies is preferred:
- Lenovo ThinkPad laptops
- Apple MacBooks / macOS
- Microsoft Windows 10
- Microsoft Office / Microsoft 365
- Adobe Suite
- Cisco AnyConnect VPN
- SCCM / Microsoft Endpoint Configuration Manager
- Casper / Jamf or similar Mac management tools
- McAfee / enterprise antivirus solutions
- PingID or similar MFA solutions
- CrashPlan or similar backup solutions
- ITSM / service desk ticketing systems
What Will Make You Successful
- Strong customer service and communication skills.
- Positive attitude and a team-oriented approach.
- Ability to communicate effectively with both technical and non-technical users.
- Strong analytical and troubleshooting abilities.
- Good attention to detail.
- Ability to prioritize tasks and manage time effectively.
- Comfortable working in a fast-paced environment.
- Ability to learn new technologies and adapt to changing requirements.
- Ability to remain calm and professional when handling urgent technical issues.
Performance Expectations
Success in this role will be measured by:
- Meeting agreed Service Level Agreement (SLA) targets.
- Responding to and resolving support requests within expected timelines.
- Maintaining accurate and up-to-date ticket information.
- Providing a high level of customer satisfaction.
- Meeting agreed productivity and utilization expectations.
In Simple Terms
This is a hands-on IT support role. You will help users when their computers, applications, operating systems, VPN, or other IT services are not working properly. You will troubleshoot the issue, fix it when possible, document the solution, and escalate it when additional technical expertise is required.
If you enjoy troubleshooting computers, helping people, and working with both Windows and Mac environments, this could be a great fit.
Physical Requirements & Onsite Expectations
- Ability to lift and move equipment weighing up to 30 pounds when required.
- This is an onsite position, so candidates must have reliable transportation to travel to the work location.
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