Desktop Support Engineer

Hexaware Technologies - Newtown Square, PA

Full-time - Entry Level

Newtown Square, PA

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer role is essential for providing a point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This position involves a variety of tasks including installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment, such as PCs, terminals, and printers, to ensure optimal workstation performance. The Desktop Support Engineer will troubleshoot problem areas in a timely and accurate manner, whether in person, by telephone, or via remote access, and provide end-user assistance as required. This is a 100% onsite position, emphasizing the need for direct interaction with users and equipment. In this role, the engineer will be responsible for installing, upgrading, supporting, and troubleshooting Windows 10, Windows 11, Microsoft O365, and any other authorized desktop applications. Additionally, they will handle the installation, upgrade, support, and troubleshooting of printers, computer hardware, and other authorized peripheral equipment. General preventative maintenance tasks on computers, laptops, and peripherals will also be part of the job, along with performing remedial repairs on these devices. The Desktop Support Engineer will customize desktop hardware to meet user specifications and site standards, ensuring compliance with specified warranty requirements. They will also manage the return of defective equipment/parts to maintenance inventory, document customer repairs, and maintain and restock assigned parts inventory to ensure proper spare parts levels. Safely packaging equipment for branches and arranging for its transport is another critical responsibility. Monitoring, operating, managing, troubleshooting, and restoring service to any terminal service client, personal computers (PC), or notebooks with authorized access to the network will be part of the daily tasks. If restoration is beyond the scope of the equipment, the engineer will escalate the issue to the team lead. Furthermore, developing trends by monitoring and analyzing incoming calls, problems, and support requests will help improve the support process.

Responsibilities

• Provide a point of contact for end users to receive support and maintenance within the desktop computing environment.
• Install, upgrade, support, and troubleshoot Windows 10, Windows 11, Microsoft O365, and other authorized desktop applications.
• Install, upgrade, support, and troubleshoot printers, computer hardware, and other authorized peripheral equipment.
• Perform general preventative maintenance tasks on computers, laptops, and other authorized peripheral equipment.
• Perform remedial repairs on computers, laptops, printers, and other authorized peripheral equipment.
• Customize desktop hardware to meet user specifications and site standards.
• Perform work in compliance with specified warranty requirements.
• Return defective equipment/parts to maintenance inventory and document customer repairs.
• Maintain and restock assigned parts inventory to ensure proper spare parts levels.
• Safely package equipment for branches and arrange for transport of the equipment.
• Monitor, operate, manage, troubleshoot, and restore service to terminal service clients, PCs, or notebooks with authorized access to the network.
• Escalate issues to the team lead when restoration is beyond the scope of the equipment.
• Develop trends by monitoring and analyzing incoming calls, problems, and support requests.

Requirements

• Excellent technical knowledge of PCs and desktop hardware.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Experience with imaging tools such as MDT and SCCM.
• Proficiency in Windows 10 and Windows 11.
• Familiarity with Microsoft O365.
• Networking and TCP/IP experience.
• Working knowledge of Active Directory and remote control tools.
• Experience with remote network connections and troubleshooting such as Citrix or VPN software.
• Strong analytical and problem-solving skills.
• Good communication skills, both verbal and written.
• Planning and organizing skills.
• Good administration management skills.
• Strong listening skills.
• Ability to operate effectively in a team environment with both technical and non-technical team members.
• Ability to operate with minimal supervision.
• Effective time management and prioritization skills.
• Ability to maintain a professional demeanor under stress.