Hexaware Technologies - Philadelphia, PA
posted 2 months ago
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.