Help Desk Engineer :: Sanjose CA (Onsite)

Key Responsibilities:

2+ years of exp

Respond to user requests via chat, email, phone, or ticketing systems.

Troubleshoot and resolve issues related to hardware, software, applications, and networks.

Escalate unresolved issues to higher-level support or specialized teams.

Document incidents, resolutions, and updates in the ticketing system (e.g., ConnectWise).

Manage IT inventory, procurement, and refresh cycles.

Support remote and local users across various platforms (Windows, Mac, Linux).

Maintain and update IT documentation and user guides.

Assist with system upgrades, software deployments, and infrastructure enhancements.

Provide training and guidance to users on new systems or updates.

Participate in process improvement initiatives and suggest innovative solutions.

Required Skills and Qualifications:

Proven experience in help desk support, network administration, or field services.

Strong knowledge of Windows 10, macOS, Office 365, Active Directory, and remote support tools.

Familiarity with A/V conferencing tools (e.g., Zoom, Teams).

Excellent problem-solving and analytical skills.

Strong communication and interpersonal skills.

Ability to work independently and in a team environment.

Experience with enterprise support systems and ticketing platforms.

Bachelor's degree in IT, MIS, or related field (preferred but not always required).

Certifications such as CompTIA A+, Network+, Security+, or CCNA are advantageous