Desktop Support Technician - Entry Level

About the 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 ticket