Knowledge Manager Jobs in Santa Rosa, CA (NOW HIRING)

Summary:

Duties & Responsibilities:

We are looking for a customer-focused IT Desktop Technician to join our team in Santa Rosa, CA. In this mid-level role, you will provide hands-on support for end-user computing services, independently troubleshoot hardware, software, endpoint, and connectivity issues, and help deliver a secure, reliable, and high-quality workplace technology experience. You will work closely with local employees, cross-functional IT teams, and business partners to resolve incidents and service requests, support endpoint lifecycle activities, improve knowledge documentation, and contribute to continuous service improvement in a professional enterprise IT environment.

Duties and Responsibilities

• Provide hands-on troubleshooting, diagnosis, and resolution for desktops, laptops, monitors, printers, peripherals, operating systems, collaboration tools, business applications, and network connectivity issues.

• Manage incidents and service requests using ServiceNow or a related ticketing platform, ensuring accurate documentation, timely updates, ownership, and adherence to service level expectations.

• Perform advanced troubleshooting for moderately complex issues and escalate when needed with clear analysis, troubleshooting history, business impact, and recommended next steps.

• Install, configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, conference room technology, and related endpoint equipment.

• Support endpoint lifecycle management activities, including device provisioning, imaging, refresh planning, asset tagging, equipment moves, break/fix support, loaner devices, and asset recovery.

• Apply established security, compliance, and endpoint management procedures for device setup, patching, encryption, access support, password resets, and endpoint configuration.

• Support Microsoft 365 applications, Windows operating systems, endpoint management tools, collaboration platforms, and commonly used enterprise business applications.

• Create, maintain, and improve knowledge articles, troubleshooting guides, runbooks, and support documentation to promote consistent service delivery and faster resolution.

• Collaborate with infrastructure, security, applications, network, and service desk teams to resolve issues, support operational changes, and improve the end-user technology experience.

• Deliver high-quality customer support to end users with professionalism, responsiveness, clear communication, and discretion.

Required Qualifications

• Associate degree, technical certification, coursework in Information Technology or Computer Science, or equivalent hands-on technical experience.

• Two to five years of desktop support, help desk, field services, end-user computing, or related IT support experience in a corporate or enterprise environment.

• Working knowledge of Microsoft Windows operating systems, endpoint troubleshooting, hardware diagnostics, device configuration, and enterprise user support practices.

• Experience with Microsoft 365, ServiceNow or a related ticketing platform, endpoint support tools, and common workplace technology platforms.

• Understanding of IT service management practices, including incident management, request fulfillment, escalation, knowledge documentation, and customer communication.

Preferred Qualifications

• Experience supporting endpoint deployments, device refreshes, asset management, break/fix support, executive support, or site-based IT operations.

• Hands-on exposure to Microsoft Intune, SCCM, Windows Autopilot, Apple Business Manager, mobile device management, or related endpoint management tools.

• Experience supporting conference room, collaboration, and workplace technology services.

• Familiarity with ITIL practices, service desk workflows, change coordination, knowledge management, and continual service improvement.

• Ability to partner effectively with local users, global IT teams, vendors, and business stakeholders to support reliable day-to-day operations.

Preferred Soft Skills

• Strong customer service orientation with the ability to communicate technical information clearly and effectively to both technical and non-technical audiences.

• Strong interpersonal skills with the ability to build trust, collaborate across teams, and support users with patience and professionalism.

• Strong organizational skills with the ability to manage multiple tickets, prioritize work, follow through on commitments, and maintain attention to detail in a fast-paced environment.

• Practical problem-solving mindset with initiative, accountability, sound judgment, and a focus on improving the end-user support experience.

• Ability to work independently while collaborating effectively with team members, support partners, and stakeholders.

• This role is expected to be primarily onsite in Santa Rosa, CA, supporting local employees while partnering closely with regional and global IT teams.

Pre-Requisites / Skills / Experience Requirements:

If you have what it takes to push boundaries and seize opportunities, apply to join our team today.

VIAVI Solutions is an equal opportunity and affirmative action employer - minorities/females/veterans/persons with disabilities.

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ITAR:

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. Persons within the meaning of ITAR. ITAR defines a U.S. Person as a U.S. Citizen or National, U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, Refugee, or Temporary Resident granted amnesty.

Job Posting Pay Range:

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