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105S-Technician 5, Desktop Support

Location: San Jose, CA, United States 
Req ID: JR-0000028278

Description

  • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for executive and other end users. Recommend 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 in order to deliver required desktop service levels. 
  • Assess the need for and implement performance upgrades to end user workstations, including the installation these upgrades (for example memory). 
  • Provide technical guidance to other members of the team. 
  • Collaborate with infrastructure technicians/network administrators to ensure efficient operation of the company’s desktop computing environment. 
  • Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems. 
  • Participate actively in IT infrastructure projects, e.g. PC refresh, enterprise wide software updates, etc. 
  • Answer to and perform IMAC requests as they are submitted through the service desk. 
  • Develop and maintain software packages and tools used for software distribution. 
  • Deploy software through JAMF/Casper.. 
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. 
  • Accurately document instances of desktop equipment or component failure, repair, installation, and removal. 
  • Interface with third-party support and equipment vendors 
  • Develop and maintain training materials for IT teams and end users.

Qualifications

  • Associate Degree in information technology, or related field (or equivalent experience). 
  • Minimum of 3 years of IT customer support experience. 
  • Experience working in a global company. 
  • Strong technical skills in supporting Apple computing platforms.
  • Working knowledge of a range of diagnostic utilities and core applications, including PC diagnostics, MANF, Symantec End-Point Protection, Cisco VPN. 
  • Experience working in an Active Directory environment desired.
  • Experience with desktop virtualization (e.g. Citrix) preferred but not required. 
  • Concentrated focus on defect reduction and quality of services 
  • Excellent customer relations and customer support skills 
  • Experience working in a team-oriented, global, collaborative environment