Job Directory Desktop Support

Desktop Support
San Rafael, CA

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Job Description

Desktop Support

Location: San Rafael, CA - United States

Job ID: 19WD33783

Position Overview

Respond to requests from the Helpdesk and support internal users on various desktop systems issues

Assess assigned severity levels and prioritize work accordingly.


* In some locations, (may) maintain print queues
* Provide extended technical support to local network or system users and troubleshoot user software or hardware problems in line with support policies
* Exchange equipment parts
* Train customers on various tools and systems
* Maintain documentation and training material for supported services
* Communicate highly technical information to both technical and non-technical personnel
* Provide hands on help to other IT groups
* Extensive hands-on desktop support experience in a large, diverse computing environment with multiple office locations
* Implement and follow standards and policies as defined by corporate and division senior management; escalate exceptions to direct manager or senior management staff
* Proven technical experience configuring and troubleshooting technical issues with O365 & Mac and Windows Desktop Imaging
* Experience and strong working knowledge of the functionality of Active Directory, Service Now
* Strong technical experience configuring and supporting technical issues with mobile computing devices, such as Notebooks, Smartphones and handheld devices
* Participate in information technology and infrastructure projects
* Test new equipment and systems prior to implementation
* Implement and communicate new technology to internal end users
* (May be required to) transport, set-up, and maintain systems for special events such as trade shows or conferences
* Install and configure PCs within the local geographical region, using standard processes and tools
* Receive and work on break/fix requests from the Helpdesk
* Send 'Users' replacement system and coordinate system repair with vendors
* Interact and collaborate with vendors regarding PC repairs and vendor related tickets
* Hold "brown bag" sessions to inform users of new initiatives
* Contribute to and help create end user self-help documents and other training material
* Coordinate transfer of customer data during system upgrades or machine breakdowns
* Assist facilities with on-site project work for office relocation or refurbishment
* At senior levels, recommend hardware and software solutions
* At senior levels, provide coaching to less experienced IT Specialists

Minimum Qualifications

* Certification training such as MCSE and MCP and preferred
* Participate in a 24x5 global support team. (May be required to) be on-call during specific times/projects
* ITIL Foundations
* Experience in understanding customers' needs as well as meeting customers' expectations

About Autodesk

With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.


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