Desktop Support Engineer

Position: Desktop Support Engineer

Location: Albuquerque, NM 87107 (Onsite)

Hiring: Fulltime with Hexaware Technologies

Summary

The Desktop Support Engineer will provide onsite and remote Level 2 support for end-user devices, hardware, software, network connectivity, office moves, reimaging, print services, AV/conference rooms, lab computing, server rooms, and IT closets. The role involves troubleshooting, configuration, deployments, repairs, patching, asset updates, vendor coordination, and smart hands support under client and Global IT direction.

Key Responsibilities

• Provide Level 2 deskside and remote support for hardware, software, account, VPN, authentication, and end-user issues.
• Configure, manage, repair, reimage, and validate end-user devices, including BIOS, OS, drivers, applications, and security settings.
• Use approved tools for remote diagnostics, patching, software upgrades, and system compliance verification.
• Perform device reimaging, data backup/restore, OneDrive sync validation, and re-encryption.
• Support office moves, device disconnect/reconnect, network validation, and asset/CMDB updates.
• Provide dispatch support for non-dedicated sites and coordinate with vendors, OEMs, and third parties.
• Implement approved changes, decommission devices, manage spares, and maintain bench inventory.
• Provide smart hands support for network infrastructure such as switches, routers, firewalls, SD-WAN, Wi-Fi access points, cabling, patching, and circuit troubleshooting.
• Support server rooms, IT closets, rack/stack activities, cabling, labeling, power checks, UPS, cooling, and physical inventory updates.
• Assist with conference room and AV technologies, including Teams Rooms, displays, cameras, microphones, cabling, mounting, and meeting support.
• Support GMP and non-GMP lab computing environments with diagnostics, device swaps, connectivity checks, and compliance activities.
• Provide printer and scanner support, including installation, relocation, queue management, troubleshooting, vendor escorting, and escalation.