Desktop Support Engineer - Hexaware USA

The Desktop Support Engineer role is to provide a point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. This is a 100% onsite position, M-F 8-5; however you are required to be flexible when needed for infrequent travel and overtime hours.

Install, upgrade, support and troubleshoot Windows 10, Windows 11, Microsoft 0365 and any other authorized desktop applications

Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment

Performs general preventative maintenance tasks on computers, laptops, and any other authorized peripheral equipment

Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment

Customize desktop hardware to meet user specifications and site standards

Performs work in compliance within specified warranty requirements

Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels

Safely package equipment for branches and arrange for the transport of the equipment

Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has

authorized access to the network

When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Tech will escalate the issue/problem to the team lead

Develop trends by monitoring and analyzing incoming calls, problems and support requests

Operational

Dealing with hardware and application support queries and issues reported to the Help Desk and escalated to the Desktop Support Technician