Location: USA – Menlo Park (Office-Based Role)
Overview:
The Senior Desktop Engineer provides advanced hardware and software support to end users, handles escalations from junior support staff, and contributes to IT projects. This role involves configuring, maintaining, and troubleshooting computer systems and peripheral devices, as well as supporting enterprise applications and user environments.
Key Responsibilities:
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Respond to and resolve technical support issues via ticketing system and management requests
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Install, configure, and troubleshoot desktops, laptops, operating systems, and application software
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Evaluate and resolve hardware failures and software issues
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Support and manage Apple hardware and mobile device management tools
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Track and manage inventory of IT equipment
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Participate in and execute infrastructure-related IT projects
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Maintain endpoint security and ensure antivirus compliance
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Act as an escalation point for Level I and II support engineers
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Mentor junior support staff and contribute to process improvements
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Work after hours or travel occasionally, as needed
Requirements: Technical Skills:
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Strong knowledge of Windows 10 OS, Microsoft Office Suite, Active Directory, SCCM
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Experience with hardware setup, software deployment, and troubleshooting
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Familiarity with enterprise tools such as remote access, document management, and system monitoring software
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Experience supporting network connectivity, TCP/IP, LAN/WAN
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Working knowledge of Apple macOS and mobile device platforms (Apple/BlackBerry)
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Exposure to video conferencing systems and VOIP phone configuration
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Understanding of IT security and endpoint protection best practices
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Excellent interpersonal, communication, and customer service skills
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Ability to explain technical issues in user-friendly terms
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Strong problem-solving and organizational skills
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Team player with mentoring abilities
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Familiarity with ITIL practices and project management principles
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4–7 years of technical support experience in an enterprise environment
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Experience delivering high-quality end-user support and service
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High school diploma required; associate degree preferred
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A+ and ITIL v3 Foundation certifications preferred
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Ability to lift up to 30 pounds and remain on feet for extended periods
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Willingness to work flexible hours and travel occasionally
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