As a Desktop Support Technician at MathWorks, your key responsibilities include installing and configuring computer systems, troubleshooting various hardware and software issues, supporting online and in-person meetings, managing AV equipment, and resolving help tickets promptly. You'll also work collaboratively with different IT groups to solve complex issues and engage in project work that enhances the IT environment for the staff.

To qualify for the Desktop Support Technician role at MathWorks, you need a bachelor's degree and 2-3 years of IT support experience, which should ideally include working with networked PC equipment. Proficiency with operating systems, especially the Microsoft ecosystem, is crucial. Additionally, having knowledge of UNIX, Linux, Mac systems, and AV setups will be an advantage.

Yes! MathWorks offers a flexible hybrid work model for the Desktop Support Technician role, allowing you to balance your work between the office and your home. This model enables you to enjoy in-person collaboration with colleagues while also benefiting from the flexibility of working remotely.

Essential skills for a successful Desktop Support Technician at MathWorks include proficiency with various operating systems and desktop software, a strong understanding of networking principles, a commitment to customer satisfaction, and prior experience in IT support. Skills like problem-solving and effective communication are also vital as you interact with end-users and manage their technical issues.

MathWorks is committed to supporting the career growth of its Desktop Support Technicians by encouraging participation in diverse projects and collaboration across departments. This hands-on experience not only expands your IT knowledge but also prepares you for future career advancement within the organization.

When answering this question, provide specific examples of the types of issues you've encountered, the steps you took to troubleshoot them, and the outcomes. Highlight your systematic approach and any tools or methodologies you used, and demonstrate your problem-solving skills tailored towards the Desktop Support Technician role.

In your response, focus on the importance of communication and efficiency. Explain that you prioritize understanding the user's issue, ensuring timely resolution, and following up to confirm satisfaction. Touch on your familiarity with SLAs and how you adhere to them in your ticket resolution process.

Discuss your approach to active listening and empathy when dealing with challenging situations. Highlight your ability to stay calm and professional, and emphasize your commitment to providing solutions while ensuring the customer feels valued and understood.

Share your hands-on experience with setting up and managing AV equipment in various settings—both in-person and virtual. Detail the types of equipment you're familiar with, any troubleshooting experience related to AV systems, and how you ensure seamless operation during meetings.

When discussing networking principles, mention key concepts such as topology, protocols, and how data flows through a network. Provide examples of situations where you applied this knowledge during IT support tasks, demonstrating a practical understanding that is beneficial for the Desktop Support Technician role.

Share your strategies for staying informed about new technologies and trends, such as attending workshops, participating in online forums, and following relevant publications. Mention how this commitment enhances your effectiveness as a Desktop Support Technician.

Employ the STAR method (Situation, Task, Action, Result) to describe the context of the situation, your role in implementing the change, and the positive results that followed. This showcases your initiative and drives your capability as a Desktop Support Technician.

In your response, list the operating systems you've worked with—especially emphasizing your familiarity with Microsoft, UNIX, and Linux systems. Explain specific tasks or challenges you've tackled related to each OS to illustrate your comprehensive skill set.

Discuss your method for assessing the urgency of each ticket, considering factors like impact on the business and user priority. Explain your systematic approach to managing time effectively and ensuring all tickets are addressed in a professional and timely manner.

Share your passion for problem-solving, helping users resolve their issues, and the satisfaction that comes from seeing immediate results of your work. This personal insight can resonate well with the interviewers and showcases your enthusiasm for the role of Desktop Support Technician.