Desktop Support

Caltech is a world-renowned science and engineering institute that marshals some of the world's brightest minds and most innovative tools to address fundamental scientific questions. We thrive on finding and cultivating talented people who are passionate about what they do. Join us and be a part of the diverse Caltech community.

Job Summary

Provides technical assistance and support to users, employing a high degree of customer service, technical expertise, and timeliness. Uses a wide variety of techniques for resolving problems. Troubleshoots and resolves all end-user problems and ensures correct operations of computers. Identifies and resolves hardware, software, and operator problems, makes minor repairs, and refers to service personnel.

Essential Job Duties

• Effectively handles unique or complex customer requests.
• Demonstrates expertise in repair and / or diagnosis of PC hardware, laptops, and peripherals.
• Monitors and updates internal trouble ticket system on a regular basis.
• Answer the Help Desk phones in a courteous and friendly manner.
• Monitors e-mails and voice mails.
• Provides technical support for PC hardware and other IT peripherals.
• Installs, troubleshoots, and administers Windows, Macintosh, and Linux hardware and software.
• Creates documentation for customers.
• Provides high-level support for applications.
• Works with hardware and software vendors to resolve equipment failures/problems.
• Applies moderately advanced knowledge of PC applications and support; technically able to resolve 70% of PC (hardware) and/or applications (software) support procedures with minimal direction.
• Coordinates with developing and implementing upgrade projects for assigned area.
• Independently handle new PC configurations and software installations.
• Assist in special product related issues as needed.
• Drafts proposals, methods, and procedures to improve computer operations and processes as required.
• Other Duties as assigned.
  
  

Basic Qualifications

• High School Diploma or GED required.
• At least 2 years related experience in either PC and/or Macintosh hardware and software desktop support.
• Excellent customer service skills and previous work experience in a customer service IT oriented environment.
• Proven ability to successfully manage multiple projects simultaneously and the ability to prioritize projects with frequent interruptions is required.
• Ability to troubleshoot technical problems. Familiarity and experience with multiple operating systems.
• The candidate must be able to communicate effectively, both verbally and in written communications, with end users in a non-technical fashion and with all levels of staff.
• Ability to lift at least 25lbs. of computer equipment or furniture. Selected candidate must have the ability to crawl and/or crouch on the floor to troubleshoot computer peripherals.
• The successful candidate must pass a pre-employment background investigation and post-offer physical examination to be hired for this position.
  
  

Preferred Qualifications

• 2-4 years related experience in either PC and/or Macintosh hardware and software desktop support.
• 1-2 years’ work experience in a customer service oriented, call center environment.
• The candidate must pass a pre-employment background investigation and post-offer physical examination to be hired for this position.
  
  

Required Documents

• Resume.
  
  

Hiring Range

$32.25 to $39.00 per hour

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

As one of the largest employers in Pasadena, CA, Caltech is committed to providing comprehensive benefits to eligible employees and their eligible dependents. Our benefits package includes competitive compensation, health, dental, and vision insurance, retirement savings plans, generous paid time off (vacation, holidays, sick time, parental leave, bereavement, etc.), tuition reimbursement, and more. Non-benefit eligible employees will have access to some benefits such as onsite counseling and sick time. Learn more about our

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, or national origin, disability status, protected veteran status, or any other characteristic protected by law.

Caltech is a VEVRAA Federal Contractor.

To read more Equal Employment Opportunity (EEO) go to eeoc_self_print_poster.pdf.

Disability Accommodations

If you would like to request an accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to Caltech Recruiting at