IT Desktop Support Engineer

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POSITION:  IT DESKTOP SUPPORT ENGINEER

Location: Sunnyvale, CA

Experience: 3+ Years

Job Summary

An IT Desktop Engineer is responsible for providing technical support to end-users within an organization. This role involves diagnosing and resolving hardware and software issues, configuring, and maintaining desktop and laptop systems, and ensuring a smooth and efficient computing environment for employees.

Duties/Responsibilities

• Desktop Support: Provide technical assistance to end-users via phone, email, in-person, or remote desktop tools to diagnose and resolve hardware and software issues including its peripherals devices.
• Hardware Maintenance: Install, configure, and maintain desktop, laptop and ‘Thin client’ hardware components, including upgrades and replacements. Troubleshoot hardware problems and coordinate repairs with vendors when necessary.
• Software Support: Install, configure, and troubleshoot software applications, operating systems, ‘Thin client’ software, and security updates. Assist with software licensing and compliance.
• User Account Management: Create, modify, and deactivate user accounts, email addresses, and access permissions as needed. Ensure proper access control and user authentication.
• Network Connectivity: Assist users in connecting to the network, troubleshooting network issues, and configuring VPN and Wi-Fi connections.
• Security: Ensure that security protocols and antivirus software are up to date. Educate users on security best practices and assist in virus/malware removal
• Documentation: Maintain accurate records of support requests, resolutions, and hardware/software inventory. Create and update user guides and knowledge base articles.
• Hardware and Software Procurement: Assist in the selection and procurement of IT equipment and software licenses. Manage inventory and asset tracking.
• IT Policies and Compliance: Enforce company IT policies and procedures, as well as compliance with relevant regulations, such as data protection and privacy laws.

Education and Experience

• A bachelor’s degree in computer science, information technology, or a related field (often preferred, but not always required).
• Proficiency in Windows operating systems.
• Familiarity with software applications, including Microsoft Office365 and antivirus tools.
• Working knowledge of AWS console and its EC2 services.

Our Hiring Process is “Easy with eGain”

Step 1: Written test (should take roughly 70 minutes of your time)

• Aptitude section
• Functional section

We will let you know within 2 business days of taking the test if you have progressed to the interview stage. The interview will be scheduled no later than 5 calendar days after the test.

Step 2: Panel interview (max 60 minutes)

Next Step

Email your resumé to [email protected] with the position title “IT Desktop Support Engineer” in the email subject.