Desktop Support Engineer

Job Title: Desktop Support Engineer

Location: Hercules, California, United States

Employment Type: Full Time

About the Company

Gruve is an innovative Software Services startup dedicated to empowering Enterprise Customers in managing their Data Life Cycle. We specialize in Cyber Security, Customer Experience, Infrastructure, and advanced technologies such as Machine Learning and Artificial Intelligence. Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.

Why Gruve

At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.

Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.

Job Summary

The Desktop Support Engineer is responsible for providing end-user support for all hardware, software, and networking issues within an organization. This role includes troubleshooting technical issues, installing, configuring, and maintaining computers, printers, peripherals, and other end-user devices. The Desktop Support Engineer will work closely with internal teams to ensure the seamless functioning of desktop systems and provide excellent customer service to employees.

Key Responsibilities

• User Support: Provide technical support to employees via phone, email, or in-person for hardware and software issues.
• Troubleshooting: Diagnose and resolve issues related to operating systems, applications, hardware, and network connectivity.
• Installation & Configuration: Install, configure, and maintain desktops, laptops, printers, and other peripherals.
• Software Deployment: Assist in the deployment of operating systems, software applications, and updates.
• System Maintenance: Ensure regular updates and patches are applied to all systems and ensure the security of desktop devices.
• Hardware Management: Manage desktop hardware inventory, repair/replace faulty hardware components, and maintain proper records.
• Remote Support: Provide remote troubleshooting and support using remote desktop tools.
• Documentation: Maintain detailed records of support tickets, issues, resolutions, and procedures for future reference.
• Collaboration: Work closely with other IT teams (network, server, etc.) to resolve technical issues and improve system performance.
• Security: Enforce company security policies, including antivirus software installation, password policies, and data encryption.
• Customer Service: Provide excellent customer service, ensuring user satisfaction and effective resolution of issues in a timely manner.

Qualifications & Skills:

• Education: Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
• Proficient in desktop hardware repair and troubleshooting.
• Strong knowledge of desktop software, including Microsoft Office, antivirus software, and other productivity tools.
• Familiarity with remote support software (e.g., TeamViewer, Remote Desktop).
• Understanding of network setup, routers, switches, and troubleshooting basic connectivity issues.

Experience:

• 2 years of experience in a desktop support or technical support role.
• Familiarity with Windows, macOS, and/or Linux operating systems.
• Experience with Active Directory, Microsoft Office 365, and common IT tools.
• Knowledge of network protocols and network troubleshooting.

Soft Skills:

• Strong problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Ability to work independently and in a team environment.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and prioritize effectively.

Preferred Qualifications:

• Certifications such as CompTIA A , Microsoft Certified IT Professional (MCITP), or equivalent.
• Experience with Virtualization technologies (VMware, Hyper-V).
• Familiarity with ITIL (Information Technology Infrastructure Library) practices and ticketing systems.

Working Conditions:

• The role may require occasional evening or weekend work based on company needs.
• Ability to lift and carry hardware and peripheral devices (up to 40 pounds).
• Some travel may be required to assist with hardware setup or troubleshooting at remote offices.