Desktop Support Engineer

Nextgen Information Services - Santa Clara, CA

Full-time - Entry Level

Santa Clara, CA

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer is responsible for upgrading laptops from Windows 7 and 10 to Windows 11 for walk-in users, ensuring data migration and validation, and providing comprehensive IT support for both Windows and Mac operating systems. This role involves troubleshooting, installing software, and maintaining user access management while working collaboratively with a team to resolve migration-related tickets.

Responsibilities

• Upgrade laptops from Windows 7 and 10 to Windows 11 for walk-in users.
• Migrate data from existing laptops to new laptops.
• Check and validate data after migration of user data.
• Migrate user folders or app data not backed up in OneDrive.
• Work with a team of engineers to resolve laptop migration assigned tickets.
• Install, troubleshoot, and support Windows and Mac operating systems and laptops.
• Support Microsoft Office365, user access management, antivirus, VPN, Bitlocker, and MFA.
• Provide IT support using best practices, models, and procedures via various methods.
• Demonstrate excellent knowledge of MS Windows 10 & 11, Mac, and iOS operating systems.
• Troubleshoot LAN/WAN issues on new devices.
• Install/configure and troubleshoot various types of printers on new devices.
• Configure email accounts on PC and mobile devices on new devices.
• Identify and suggest possible improvements on procedures.
• Ensure all issues are properly logged and prioritized.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain jovial relationships with clients.

Requirements

• Strong communication skills (English - Verbal & Written).
• Excellent attitude towards user support.
• Minimum 3-7 years of experience in local IT support.
• Preferably ITIL Certification.

Benefits

• Competitive salary and benefits package.
• Opportunity to work in a fast-paced and dynamic environment.
• Gain valuable experience in the IT field.
• Be part of a supportive and collaborative team.