Desktop Support Engineer

Infosys•Omaha, NE

4h•Onsite

About The Position

In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below: Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements. Participate in design discussions to capture software specifications, and aid in creation of process documentation. Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements. Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance. Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure. Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance. Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository. Your contribution to the team: An agile mindset with effective communication and problem-solving skills. The ability to work on majority of the areas as part of SDLC lifecycle. Passion for innovating solutions that drive progress and meet future challenges. A proactive approach to monitoring and resolving production issues before they escalate. Commitment to continuous learning, knowledge sharing, and fostering team development.

Requirements

Handle and resolve user problems with hardware and software, including printer support (on site/remote/by phone).
Respond to client support requests raised through ITSM tool/emails.
Troubleshoot hardware and software issues on laptops, desktops, workstations etc. and maintain optimum performance.
Address customer requests for installation, configuration, test, maintenance of hardware and software components
Support root cause analysis of equipment problems and provide effective diagnosis, respond to customer requests via phone and e-mail in a timely and accurate manner
Conduct: Installing and upgrading operating systems and computer software and visiting the client’s desk when needed.
Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply.

Nice To Haves

Working Knowledge administering desktop applications, tech refresh, OS (Operating System – Windows 10/11) deployments and configurations, meeting support and meeting SLAs.
Proficient in hardware troubleshooting skills – replace parts in laptops/desktops.
Exposure to ITIL (Information Technology Infrastructure Library) Based processes will be advantageous.
Good knowledge of MS Office suite.
Excellent Communications and client interaction skills along with exceptional written and verbal skills as well as technical documentation
Extraordinary Planning, Project Management, Coordination, and Analytical skills

Responsibilities

Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
Participate in design discussions to capture software specifications, and aid in creation of process documentation.
Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository
Handle and resolve user problems with hardware and software, including printer support (on site/remote/by phone).
Respond to client support requests raised through ITSM tool/emails.
Troubleshoot hardware and software issues on laptops, desktops, workstations etc. and maintain optimum performance.
Address customer requests for installation, configuration, test, maintenance of hardware and software components
Support root cause analysis of equipment problems and provide effective diagnosis, respond to customer requests via phone and e-mail in a timely and accurate manner
Conduct: Installing and upgrading operating systems and computer software and visiting the client’s desk when needed.