Desktop Support

Responsibilities

• Provide deskside support for incidents and service requests, including escalations from team members and other IT groups
• Deliver technical support remotely, by phone, email, remote desktop tools, and occasional in-person or desk-side visits
• Support users with Microsoft 365, Teams, Zoom, and Citrix/VDI environments
• Troubleshoot and resolve complex hardware and software issues on Windows and Apple devices
• Configure and prepare hardware for shipment to remote employees
• Create and manage tickets, assignments, and dashboards in Jira for the deskside support team
• Aid with support for in-home electronics, peripherals, Wi-Fi setups, and wireless routers
• Support desktop-related components of facilities and IT projects as needed
• Provide clear updates and escalate issues effectively to the appropriate IT teams
• Be available for occasional after-hours or 24/7 support when business needs require it

Requirements

• 3+ years of experience in a technical support or deskside support role
• High school diploma or equivalent
• Strong experience supporting Microsoft 365, Teams, Zoom, and Citrix/VDI
• Working knowledge of Jira for ticketing, assignments, and dashboard management
• Excellent communication skills, both written and verbal
• Strong problem-solving and analytical abilities
• Ability to work collaboratively with internal clients, vendors, and IT teams
• Comfortable handling both remote support and occasional onsite support in Rancho Cordova, CA

Skills

• Experience supporting executive-level users and providing high-touch customer service (preferred)
• Familiarity with desktop support for both Windows and Apple operating systems (preferred)
• Experience contributing to desktop or workplace technology projects (preferred)
• Knowledge of home networking, wireless connectivity, and consumer technology setup (preferred)
• Ability to manage multiple priorities in a fast-moving support environment