Job Description

Title: Desktop Support Engineer- Windows, MAC

Location: Santa Clara ,CA -Onsite

Job Description:

• A Desktop Support Engineer who is responsible for troubleshooting and resolving issues for end users and executives/ VIPs. Issues can be related to installation, configuration, performance, functionality or compatibility of a product or service. They use various tools as a consumer such as In Tune, JAMF, SCCM, Ninja One, Active Directory, Azure Active Directory to identify the root cause and provide a solution or workaround.
• Responsibility also includes ensuring the reliability, security, and performance of end points (Windows and MAC) and applications to meet the needs of our users and business operations.
• Exp required- 5-8 years of exp.

Key Responsibilities:

• Technical Proficiency: Understanding of operating systems (e.g., Windows, macOS, Linux) and their configurations, including troubleshooting common issues.
• Hardware Knowledge: Familiarity with desktop hardware components such as CPUs, RAM, hard drives, and peripherals (e.g., monitors, keyboards, mice), including troubleshooting hardware-related problems.
• Software Applications: Ability to install, configure, and troubleshoot various software applications, including productivity suites (e.g., Office 365, SharePoint), antivirus programs, and specialized software used within the organization.
• Software solutions: JAMF, Intune (Microsoft Endpoint Manager) SCCM, Ninja One, Active Directory, Azure Active Directory
• Ticketing and Help Desk Platforms: ServiceNow and Jira Service Management or similar tools.
• Networking Basics: Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN, to troubleshoot network connectivity issues and configure network settings on desktops.
• Remote Desktop Support: Proficiency in providing remote assistance to users using remote desktop tools such as Remote Desktop Protocol (RDP), TeamViewer, or similar software.
• Customer Service Skills: Strong communication and interpersonal skills to effectively communicate with end-users, understand their issues, and provide clear instructions and solutions.
• IT Inventory: Responsible for managing, and tracking IT assets, including inventory and consumables, while contributing to demand planning strategies
• Adaptability and Learning: Willingness to adapt to new technologies and learn continuously, as desktop support often involves staying updated with evolving hardware, software, and security trends.
• Team Collaboration: Ability to collaborate with other IT team members, such as network administrators, system administrators, and help desk staff, to resolve complex issues and improve overall IT infrastructure and support processes.
• Experience: Minimum 5 to 7+ years of experience as a Desktop Support Engineer

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