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
Job Summary
We are looking for an Entry-Level Desktop Support Technician (L1) to join our team and provide onsite technical support to end users.
This is an entry-level opportunity and is ideal for a recent graduate or candidate with up to 1 year of IT support experience. The selected candidate will receive hands-on training and guidance to develop their desktop support and troubleshooting skills.
The ideal candidate should have a positive attitude, strong customer service skills, good communication skills, and a willingness to learn. They should be comfortable troubleshooting basic hardware and software issues and working directly with end users.
Roles & Responsibilities
- Provide onsite Level 1 desktop and technical support to end users.
- Troubleshoot basic hardware, operating system, software, and connectivity issues.
- Set up and configure laptops, desktops, monitors, and other IT equipment.
- Install and replace computer hardware components such as RAM and disk drives.
- Install, configure, and upgrade operating systems and software applications.
- Assist with Windows and macOS operating system deployment and imaging.
- Support Microsoft Office 365 and other standard business applications.
- Troubleshoot VPN, antivirus, authentication, and application-related issues.
- Perform basic system health checks, software updates, patching, encryption, and security-related tasks.
- Test equipment after repairs or configuration changes to ensure it is working properly.
- Create, update, and manage support tickets using IT service management/ticketing tools.
- Properly document troubleshooting steps, resolutions, and ticket updates.
- Identify and prioritize urgent technical issues and escalate them when required.
- Assist with IT asset management, equipment tracking, and inventory activities.
- Support video conferencing and basic infrastructure-related activities.
- Follow established IT support procedures, security standards, and company guidelines.
- Work closely with onsite leadership and the global operations team.
- Travel between local client sites when required.
Mandatory Skills & Qualifications
- High school diploma or equivalent.
- 0–1 year of experience in desktop support, IT support, help desk, or a related technical environment.
- Basic knowledge of computer hardware and troubleshooting.
- Basic knowledge of Microsoft Windows and macOS.
- Basic experience installing and troubleshooting software applications.
- Basic knowledge of Microsoft Office 365.
- Experience using an IT ticketing/help desk system is preferred.
- Strong customer service and communication skills.
- Ability to troubleshoot problems logically and systematically.
- Willingness and ability to learn new technologies and processes.
- Ability to work onsite on a daily basis.
- Reliable transportation to travel to local sites when required.
- Ability to lift equipment weighing up to 50 pounds.
Preferred Skills
- CompTIA A+ certification.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience supporting Lenovo laptops or Apple MacBooks.
- Familiarity with VPN, antivirus, endpoint management, or software deployment tools.
- Familiarity with tools such as SCCM, Casper, Cisco AnyConnect VPN, McAfee/ePO, PingID, or similar technologies.
- Previous customer service experience in an IT environment.
Technical Environment
The technician may support a variety of hardware, operating systems, and applications, including:
- Lenovo ThinkPad laptops
- Apple MacBooks
- Microsoft Windows 10
- macOS
- Microsoft Office 365
- Adobe Suite
- Cisco AnyConnect VPN
- PingID
- SCCM
- Casper
- McAfee Antivirus / ePO
- CrashPlan
Key Competencies
- Positive attitude and team-oriented approach.
- Strong customer service skills.
- Good verbal and written communication skills.
- Strong troubleshooting and problem-solving abilities.
- Critical thinking and analytical skills.
- Ability to learn quickly and adapt to changing requirements.
- Good organization and time-management skills.
- Strong attention to detail.
- Ability to prioritize tasks and handle occasional stressful situations.
- Self-motivated and willing to take initiative.
Work Environment
- This is a fully onsite position.
- The candidate will work under the direction of the onsite partner leadership team.
- The candidate will report to the Global Operations Manager and take day-to-day direction from onsite partner leadership.
- Regular attendance is required.
- Any planned leave should be communicated in advance.
Schedule
- 8-hour shifts as directed by partner leadership.
- Typical schedules may include:
- 8:00 AM – 5:00 PM with a 1-hour unpaid lunch, or
- 8:30 AM – 4:30 PM with a 30-minute paid lunch.
Travel
Maybe required to travel between local sites as requested by partner leadership.
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