Desktop Support Engineer

Hexaware Technologies - Philadelphia, PA

Full-time - Entry Level

Philadelphia, PA

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer role is a critical position within the organization, serving as the primary point of contact for end users seeking support and maintenance in the desktop computing environment. This role encompasses a wide range of responsibilities, including the installation, diagnosis, repair, maintenance, and upgrading of 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, providing end-user assistance as needed, whether in person, by telephone, or via remote access. This position is 100% onsite, emphasizing the importance of direct interaction with users and equipment. In addition to general support tasks, the Desktop Support Engineer will be responsible for installing, upgrading, and troubleshooting Windows 10, Windows 11, Microsoft O365, and other authorized desktop applications. The role also includes the installation and maintenance of printers and other peripheral equipment, performing preventative maintenance tasks, and executing remedial repairs on various devices. Customizing desktop hardware to meet user specifications and site standards is also a key responsibility, along with ensuring compliance with warranty requirements. The Desktop Support Engineer will manage the inventory of parts, returning defective equipment to maintenance, documenting customer repairs, and maintaining proper spare parts levels. They will also package equipment for transport to branches and monitor, operate, manage, troubleshoot, and restore service to any terminal service client, personal computers, or notebooks with authorized network access. In cases where restoration exceeds the scope of the role, the Desktop Support Engineer will escalate issues to the team lead. Additionally, they will develop trends by monitoring and analyzing incoming calls, problems, and support requests, contributing to continuous improvement in service delivery.

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.
• Execute 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 any terminal service client, PCs, or notebooks with authorized network access.
• Escalate issues to the team lead when restoration is beyond the scope of the role.
• 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 and manage time effectively.

Nice-to-haves

• Professional image and grooming.
• Self-confidence and interpersonal skills.
• Ability to maintain a professional demeanor under stress.
• Ability to operate within customer standard operating procedures.