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POSITION: IT DESKTOP SUPPORT ENGINEER
Location: Sunnyvale, CA
Experience: 3 Years

Job SummaryAn IT Desktop Engineer is responsible for providing technical support to end-users within an
organization. This role involves diagnosing and resolving hardware and software issues, configuring, and
maintaining desktop and laptop systems, and ensuring a smooth and efficient computing environment
for employees.

Duties/Responsibilities• Desktop Support: Provide technical assistance to end-users via phone, email, in-person, or
remote desktop tools to diagnose and resolve hardware and software issues including its
peripherals devices.
• Hardware Maintenance: Install, configure, and maintain desktop, laptop and ‘Thin client’
hardware components, including upgrades and replacements. Troubleshoot hardware problems
and coordinate repairs with vendors when necessary.
• Software Support: Install, configure, and troubleshoot software applications, operating systems,
‘Thin client’ software, and security updates. Assist with software licensing and compliance.
• User Account Management: Create, modify, and deactivate user accounts, email addresses, and
access permissions as needed. Ensure proper access control and user authentication.
• Network Connectivity: Assist users in connecting to the network, troubleshooting network
issues, and configuring VPN and Wi-Fi connections.
• Security: Ensure that security protocols and antivirus software are up to date. Educate users on
security best practices and assist in virus/malware removal.
• Documentation: Maintain accurate records of support requests, resolutions, and
hardware/software inventory. Create and update user guides and knowledge base articles.
• Hardware and Software Procurement: Assist in the selection and procurement of IT equipment
and software licenses. Manage inventory and asset tracking.
• IT Policies and Compliance: Enforce company IT policies and procedures, as well as compliance
with relevant regulations, such as data protection and privacy laws.

Education and Experience• A bachelor's degree in computer science, information technology, or a related field (often
preferred, but not always required).
• Proficiency in Windows operating systems.
• Familiarity with software applications, including Microsoft Office365 and antivirus tools.
• Working knowledge of AWS console and its EC2 services.

Our Hiring Process is “Easy with eGain”Step 1: Written test (should take roughly 70 minutes of your time)
• Aptitude section
• Functional section
We will let you know within 2 business days of taking the test if you have progressed to the interview
stage. The interview will be scheduled no later than 5 calendar days after the test.
Step 2: Panel interview (max 60 minutes)

Next StepEmail your resumé to ssamrutwar@egain.com with the position title “IT Desktop Support Engineer” in
the email subject.