Desktop Support Technician – Entry Level (Windows & MAC) at New Era

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 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. Driven by values like Community, Integrity, Agility, and Commitment, 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.

We are seeking to hire an Entry Level Desktop Support Technician to join our team. We will provide the right candidate with hands-on education and training to enable the candidate to perform the responsibilities described below. The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will be inquisitive by nature, who is able to view situations from multiple angles, and will naturally take the lead to resolve problems when they arrive. Finally, the ideal candidate will be confident in themselves to suggest improvements when they observe deficiencies.

Primary Responsibilities you will learn:

Monitoring computer hardware performance and diagnosing system issues
How to install new hardware in computers including adding / replacing computer memory (RAM), installing disk drives
How to replace worn or defective parts and clean computer hardware according manufacturers’ specifications
Performing equipment testing following repairs
Setting up new configurations for computers including OS image deployment
Installing, configuring and upgrading software applications including rollout project
Troubleshoot and resolve software application and OS related problems
Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards
Identify, prioritize and escalate situations requiring urgent attention
Perform system health check and mitigation to meet software and security standards including encryption, patching and backup

The core client hardware and software environment to be supported includes (but not limited to) - Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM, Casper.

Knowledge and Skill Requirements:

This is an entry level position is ideally suited to a recent graduate with up to 1 years experience with 1 or more of the following

Technical skills in installation and troubleshooting of relevant software and hardware
Knowledge and experience providing customer services, preferably in an IT service environment
Using any case management / support ticketing and knowledge-based systems
Experience of supporting Office 365
A+ certification

Key Competencies:

Positive attitude and collaborative approach in working within a team environment
Strong customer service skills
Strong oral and written communications
Ability to learn and adapt quickly to changes
Critical thinking and analytical capabilities in troubleshooting and problem solving
Planning, organizing and prioritizing skills
Attention to detail
Ability to be flexible and handle stressful situations at times.

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Desktop Support Technician – Entry Level (Windows & MAC)

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