Desktop Support Engineer

Position: Desktop Support Engineer / Field Officer

Location: Albany, NY 12203 (Onsite)

Hiring: Fulltime with Hexaware Technologies

Job Summary

The Desktop Support Engineer –will provide onsite and remote technical support for end users, desktops, laptops, software, peripherals, printers, conference-room equipment, and basic network connectivity. The engineer will resolve common IT issues, support device deployments and replacements, maintain asset records, and escalate complex issues to Level 2 or specialized support teams.

Key Responsibilities:

• Provide deskside and remote support for hardware, software, account access, VPN, MFA, authentication, and connectivity issues.
• Troubleshoot Windows desktops, laptops, monitors, docking stations, printers, scanners, and other peripherals.
• Configure and deploy standard devices, operating systems, applications, drivers, and security tools.
• Assist with password resets, account lockouts, Microsoft 365, Outlook, Teams, OneDrive, and shared-drive access.
• Perform basic device replacements, reimaging, data backup and restore, and OneDrive synchronization checks.
• Support office moves by disconnecting, reconnecting, and validating workstations and network connections.
• Provide basic printer, scanner, conference-room, Teams Room, display, camera, and microphone support.
• Perform basic cable checks, equipment labeling, inventory updates, and other smart-hands activities under supervision.
• Maintain accurate ticket, asset, inventory, and CMDB records.
• Coordinate with vendors and escalate unresolved issues to Level 2, infrastructure, or specialized support teams.
• Follow established IT procedures, security standards, change-management processes, and service-level requirements.

Required Qualifications:

• 3 years of experience in desktop support, help desk, or IT support.
• Experience supporting Windows desktops and laptops.
• Basic knowledge of Microsoft 365, Active Directory, VPN, Wi-Fi, printers, and hardware troubleshooting.
• Experience using ticketing systems and documenting technical issues.
• Strong customer-service, communication, and problem-solving skills.
• Ability to work onsite and handle standard IT equipment.
• CompTIA A+, ITIL, or Microsoft certifications are preferred.