Desktop Support Engineer

Teceze LTD - Milpitas, CA

Full-time

Milpitas, CA

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer is responsible for providing first and second level contact and problem resolution for customer issues, particularly focusing on Mac and Windows support. This role involves working with third-party vendors to address complex audio-visual issues, maintaining ticket updates for reported incidents, and performing preventative maintenance and repairs on various computer hardware and peripherals. The position requires flexibility and teamwork in a project-based environment, along with effective communication regarding issue status and resolution.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with third-party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010 & authorized desktop applications.
• Support Apple PC users with basic knowledge of the Mac operating system.
• Install, upgrade, support and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Conduct remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Manage assets effectively.
• Mentor and assist Band 1 & 0 technicians in their work.

Requirements

• Demonstrate competent experience based on the job description.
• Desired CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 24 months of IT experience.
• Experience with Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, client anti-virus & encryption solutions, and helpdesk ticketing systems.
• Mobile device management including iOS and Android devices, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.