Desktop Support Engineer

New York, NY, US • Posted 20 hours ago • Updated 20 hours ago
Full Time
No Travel Required
On-site
$65,000 - $75,000/yr
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Job Details

Skills

  • Active Directory
  • Break/Fix
  • Business Management
  • Configuration Management Database
  • Management
  • Laptop
  • Microsoft Windows
  • Recovery
  • Remote Support
  • Visualforce
  • Virtual Private Network
  • Videoconferencing
  • Software Deployment
  • Technical Support
  • Testing
  • Remote Access
  • Service Level
  • Tablet
  • Training
  • Virtual Desktop
  • Thin Client
  • Microsoft SCCM
  • Regulatory Compliance
  • Printers
  • Process Improvement
  • Microsoft
  • LAN
  • Repair
  • IT Asset Management
  • Mobile Devices
  • Incident Management
  • Microsoft Azure
  • English
  • Documentation
  • Change Request Management
  • IMAC
  • Issue Tracking
  • ITIL
  • Computer Hardware

Summary

Job Description:

Must-Have

  • Strong English proficiency and interpersonal skills.
  • Provide incident and request management support for end-user devices, including desktops, laptops, tablets, thin clients, Mac devices, monitors, mobile devices, VPN, Azure Virtual Desktop, printers, and scanners.
  • Experience supporting Windows and non-Windows operating environments.
  • Perform installation, moves, additions, and changes (IMAC) for new and existing end-user hardware and software components.
  • Provide and maintain warranty and maintenance documentation for assets for inclusion in the Operations Manual.
  • Recommend and apply solutions, including on-site repair support for remote users.
  • Install, organize, test, maintain, check, and troubleshoot end-user workstations and related hardware and software.
  • Provide end-user support for hardware, software, business applications, LAN components, and peripherals.
  • Determine and execute system reconfiguration requirements.
  • Meet applicable end-user service-level agreements.
  • Perform on-site analysis, identification, and resolution of complex desktop issues.
  • Maintain accurate ticket records and support timely resolution of work orders.
  • Configure and use Microsoft enterprise applications, including Microsoft Configuration Manager, Microsoft Intune, and Active Directory.
  • Create and restore device images and deploy patches using Microsoft Configuration Manager and Microsoft Intune, as applicable.
  • Participate in the design and engineering of software deployment and installation processes.
  • Provide user support through approved remote-access tools.
  • Communicate effectively with business, management, and vendor stakeholders and acquire relevant technical knowledge from them.

Good-to-Have

  • Knowledge of IT asset management.
  • Preferred certifications: Microsoft desktop support certification and ITIL Foundation or Intermediate.
  • Service transition experience.
  • Knowledge of video conferencing technology.

Role Responsibilities and Expectations

  • Provide incident and request-management support for end-user devices, including desktops, laptops, tablets, thin clients, Mac devices, monitors, mobile devices, VPN, Azure Virtual Desktop, printers, and scanners.
  • Handle incidents through troubleshooting and break-fix activities in accordance with the incident-management process.
  • Fulfil service requests involving the installation, movement, addition, or change of end-user hardware and software components.
  • Support commercial off-the-shelf and customer-developed software applications.
  • Manage assigned queues for incident resolution and request fulfilment.
  • Complete the required deployment and collection sign-off for each device.
  • Provide flexible support for standby demand and end-user device projects without compromising business-as-usual services.
  • Conduct end-user device testing, site inspections, and device inspections.
  • Provide timely status updates in the ticketing system.
  • Assist with end-user support and consultations and address day-to-day desktop support process issues.
  • Analyze completed device requests and incidents to recommend process improvements and identify process-compliance issues.
  • Diagnose and resolve software issues, reinstall applications, and perform a complete device re-image when required.
  • Route unresolved application issues to the appropriate application resolver group after applicable troubleshooting and reinstallation steps are completed.
  • Escalate recurring issues beyond the role’s control to the manager and Deskside Support Lead in a timely manner.
  • Arrange on-site access and support when required.
  • Prepare new and existing equipment for deployment and move equipment such as PCs, notebooks, thin clients, and network printers, updating configurations as required.
  • Change hardware or software components and verify functionality after completion.
  • Update asset records in the configuration management database (CMDB).
  • Install and configure hardware or software requested in the IMAC record when deployment through enterprise tools is unavailable, and verify functionality after completion.
  • Provide at least 15 minutes of familiarization training following a new PC installation when the end user is available.

    Salary Range :: $65k - $75k a year
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91172467
  • Position Id: 9131769
  • Posted 20 hours ago

Company Info

About TATA Consultancy Services Limited

Tata Consultancy Services (TCS) is the technology partner of choice for industry leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence, and customer service.

It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence. Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large.

With a highly skilled workforce spread across 55 countries and 202 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients – helping them emerge as perpetually adaptive enterprises.

Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

TCS sponsors 14 of the world’s most prestigious marathons and endurance events, including the TCS New York City Marathon, TCS London Marathon and TCS Sydney Marathon with a focus on promoting health, sustainability, and community empowerment.

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MD

Manoranjan Das

Recruiter @ TATA Consultancy Services Limited

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