Desktop Support Engineer

Hexaware Technologies - Philadelphia, PA

Full-time

Remote - Philadelphia, PA

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer is responsible for supporting and maintaining organizational computer systems, desktops, and peripherals. This role involves installing, diagnosing, repairing, maintaining, and upgrading end-user hardware and equipment to ensure optimal workstation performance. The engineer will troubleshoot issues in person, by telephone, or via work order, providing timely and accurate end-user assistance as needed.

Responsibilities

• Support and maintain organizational computer systems, desktops, and peripherals.
• Install, diagnose, repair, maintain, and upgrade end-user hardware and equipment.
• Troubleshoot problem areas in person, by telephone, or via work order.
• Provide remote support for end-user devices and break-fix for users.
• Coordinate onsite support with End User and Dispatch technicians when required.
• Collaborate with the team to create documentation and SOPs.
• Resolve and update tickets assigned within the customer's SLA.
• Provide support in-person, via chat, email, or phone.
• Handle user device issues and break fixes routed through Service Desk.

Requirements

• Experience providing support in an on-site technical support environment.
• Knowledge of ticketing tools like Ivanti, ServiceNow, or similar systems.
• Demonstrated knowledge in incident, problem, and request resolution management of end-user PC hardware and software issues in a Windows operating environment.
• Experience resolving issues on Microsoft Windows Operating Systems and Microsoft Office Products.
• Experience troubleshooting VPN, Citrix, and similar technologies.
• Basic knowledge of TCP/IP and network hardware functions and capabilities.
• Experience with remote assistance tools such as Logmein, Bomgar, TeamViewer, RDP, or similar tools.
• Experience providing support to work-from-home users, including WiFi and network troubleshooting.
• Experience in security administration of Active Directory.

Nice-to-haves

• Knowledge of Microsoft Windows Server technology.
• Ability to work well in a team environment, including on-call rotational assignments.