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Technician 5, Desktop Support

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Location: San Jose, CA, United States 
Req ID: JR-0000038871


  • 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.