Desktop Support Engineer

$60,000 - $70,000/Yr

Kaizen Technologies - Des Moines, IA

Full-time - Mid Level

Des Moines, IA

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer role at Tech Mahindra involves leading a team of L2 Desktop Support field engineers to resolve hardware and software issues for laptops, desktops, and peripherals. The position requires hands-on experience in desktop support, managing remote support activities, and ensuring effective asset management and reporting. The engineer will also be responsible for technical escalations, vendor management, and reporting security incidents.

Responsibilities

• Lead a team of L2 Desktop Support field engineers
• Resolve L2 and L3 desktop support tickets and provide resolution to hardware and software issues
• Install and configure computer hardware, software, systems, networks, printers, and scanners
• Provide remote support using tools like Bomgar for remote sites
• Manage dispatch activities for remote sites and ensure resolution of reported issues
• Conduct asset management and weekly status reporting
• Client installation and troubleshooting
• Reimaging and software patch installation
• Act as the last level of technical escalation for desktop support tickets
• Perform root cause analysis and forensic analysis
• Manage vendor relationships and documentation
• Report information security incidents and weaknesses to Operations Manager and CISO

Requirements

• 8 to 10 years of hands-on experience in desktop support
• Experience with IMAC of desktops and laptops
• Ability to troubleshoot and install MS Office and applications
• Basic troubleshooting of MAC OS issues
• Hands-on experience with Windows, Linux, and Mac OS environments
• Working knowledge of office automation products and computer peripherals
• Knowledge of network security practices and anti-virus programs
• Expert level administration of hardware and firmware
• Strong analytical skills for root cause identification
• Experience working with customers during support and change management activities
• Excellent verbal and written communication skills
• Ability to work effectively in a team and drive autonomously

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• Paid time off (including holidays, parental leave, and sick leave)