IT Support Technician, AMER Desktop Operations

Overview

IT Support Technician, AMER Desktop Operations. This position provides desktop support services to Hitachi Vantara end users in Santa Clara, US, and remote support to end users within AMER/LATAM. The role involves problem determination, root cause analysis, and resolution of desktop hardware and software problems, with service delivered within established service levels. Activities include IMAC (installs, moves, adds, changes), data backup/restores, antivirus management, data migrations, PC refreshes, and support for events/meetings, including executive support.

• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to meet desktop service levels.
• Assess and implement performance upgrades to end user workstations (e.g., memory upgrades).
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the desktop computing environment.
• Receive and respond to incoming calls, chats, and emails regarding desktop problems.
• Work with the helpdesk on assigned problem/IMAC tickets and perform IMAC requests as submitted through the service desk.
• Deploy software through Intune / JAMF Self Service.
• Assist in maintaining procedures for logging, reporting, and monitoring desktop operations.
• Document instances of desktop equipment or component failure, repair, installation, and removal.
• Interface with third-party support and equipment vendors.

• Associate Degree in information technology or related field (or equivalent experience).
• Minimum of 3 years of IT Desktop Support experience.
• Strong technical skills in supporting Apple OS and Windows environments.
• Ability to quickly troubleshoot and resolve problems.
• Experience with Active Directory and Azure AD.
• Experience with desktop virtualization (e.g., Xen) is preferred but not required.
• Focus on defect reduction and quality of services.
• Excellent customer relations and support skills.
• Experience working in a team-oriented, global, collaborative environment.
• Experience with managing meetings and corporate town halls.
• Fluent in English; additional languages are a bonus.

We’re a global team of innovators. We harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that positively impact their industries and society.

Diversity, equity, and inclusion (DEI) are integral to our culture. We embrace diverse thinking and provide opportunities for all backgrounds. We are an equal opportunity employer and welcome all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, age, disability status, or any other protected characteristic. If reasonable accommodations are needed during the recruitment process, please let us know.

We offer industry-leading benefits that support holistic health and wellbeing, flexible work arrangements where role and location permit, and a sense of belonging with autonomy and ownership in your work.

Mid-Senior level

Full-time

Information Technology

IT Services and IT Consulting