We report to Seagate’s End User Services organization where our mission is to enable the success of Seagate employees by providing exceptional services that set the standard for customer service, quality, professionalism, business technology and cost optimization.
About the role - you will:
- Follow processes and testing procedures to ensure a high quality of work is delivered to the end-user with no or minimal disruptions.
- Evaluate and implement application software solutions as identified by Corporate IT
- Install, configure, analyze, resolve, and repair all hardware and software issues involving Windows and Mac OS computers.
- Provide total support for the desktop environment in accordance with defined standards and procedures.
- Communicate with customers, peers, and management concerning the status of cases, problems, or suggestions.
- Troubleshoot and determine the root cause of problems with software or hardware incompatibilities or network connectivity issues.
- Provide technical support for conference room technology such as projectors, display screens and telephony equipment including sound systems
- Handle multiple administrative duties to allow the department and team to operate efficiently.
- Fully document trouble tickets from inception through closure in Enterprise Incident Management Systems such as Service Now
- Complete other tasks as assigned by the IT Desktop Support manager
- This position is 100% in-person at our site in Fremont, CA. Remote and hybrid work are not available for this role.
About you:
- You are an excellent communicator, both verbally and in written form
- You demonstrate your experience in effectively communicating with multi-level team members, end users and executives
- You have proven experience in achieving individual goals and leading others to collaborate and achieve shared objectives
- You can demonstrate experience in creating and executing innovative solutions to solve complex technical support problems with computers, telephones, cell phones and audio visual equipment
- You have proven experience using critical thinking skills to identify and resolve technical issues
- You have the ability to take proactive, corrective actions, to resolve issues in advance of system problems
- Ability to research, maintain, install and troubleshoot all aspects of laptop and desktop hardware and associated software
- Ability to troubleshoot technical issues at the walk up service center counter, interfacing directly with users. Customer service and high standards of excellence are expected.
- Expertise in providing technical support for conference room technology such as projectors, display screens and telephony equipment including sound systems.
- Ability to take proactive, corrective actions, to resolve issues in advance of system problems
Your experience includes:
- Ability to configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment
- Experience with Office 365
- Expertise in maintaining password security, data integrity, and file system security for the desktop environment
- Broad knowledge of Office 365 online applications (Word, Excel, PowerPoint, Outlook, Sharepoint, Teams, OneDrive, Forms, Stream, Tasks, Video and OneNote)
- Must be proficient in supporting Windows 7 & 10 & 11 and some Mac OS support desirable.
- Experience with providing Desktop support in an Active Directory environment
- Experience with maintaining password security, data integrity, and file system security for the laptop environment utilizing Bitlocker.
- Experience with Mac OS based computer systems and iOS mobile troubleshooting experience
- Experience with telephony systems like Cisco or Avaya VOIP and troubleshooting user issues with headset hardware
- Experience with Microsoft SCCM preferred
- Relevant Technical Certifications a plus, A+, MCP or HDI preferred.
- Current Bachelor's student in a relevant program of study and returning for classes in Fall 2026
