Desktop Support Technician - Entry Level

About this role

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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New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your…