Senior Desktop Support Technician

Job Locations US-CA-Temecula
Posted Date 7 days ago(7/31/2020 3:02 PM)
Requisition ID
Job Function
Information Technology


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Do you dare to reinvent the future of education?

At Cengage, we're building a future where all learners have the tools and confidence to achieve their goals. As a Cengage employee, you'll help transform the way people learn about our products. Collaborating with the best of the best, you'll feel challenged and inspired to do breakthrough work.

Are we right for you?

We set the bar higher by bringing our unique talents and points of view to the table every day. We're curious and comfortable with change and are willing to take risks to transform education for the better. Most importantly, we put learning first with everything we do. We also offer a fun, challenging, and rewarding environment with the opportunity to work with some of the most talented people in our industry. Together, there's no limit to what we can imagine, create and innovate!

What You'll Do Here:

The Senior Desktop Support Technician will install, update, and repair personal computer hardware and software systems. This position will also be responsible for recommending, maintaining, and implement desktop solutions in support of organizational business needs.

Roles and Responsibilities

  • Friendly, customer-first attitude with eagerness to assist others.
  • Responsible, reliable, and trustworthy.
  • Effectively applies advanced technical knowledge to solve a range of problems, providing escalated technical support to end-users.
  • Respond to service requests via the help desk ticketing system, telephone calls, email, and internal customer requests for technical support.
  • Possess exceptional troubleshooting, analytical and organizational skills, including ability to document all procedures.
  • Provide a comprehensive approach to evaluating new software and/or hardware and making recommendations on system improvements and upgrades.
  • Mentor/assist colleagues by providing information, advice, and suggestions to help them be more successful.
  • Demonstrates self-initiative, time management skills, an ability to work independently, and a willingness to improve or enhance responsibilities of the position.

Skills You Will Need Here:


  • Must have at least 5-8 years experience in IT with demonstrated experience in a customer-facing support role.
  • Excellent verbal and written communication skills; ability to communicate technical information to non-technical users easily.
  • Ability to work non-standard hours when needed.
  • Strong work ethic with good time management skills and the ability to work with diverse, geographically distributed teams.
  • Demonstrated ability to anticipate the implications and consequences of situations, and take appropriate actions to prepare for possible contingencies.
  • Must be able to lift 40lbs (~13.5kg)


  • Team leader/supervisory experience a plus




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