Desktop Support

Position: Desktop Support

Location: Albany, NY 12203 & Rensselaer, NY 12144 (Onsite)

Hiring: Fulltime with Hexaware Technologies

Job Description:

Governance & Service Design:

• Provide onsite and remote Level 2 support for hardware, software, account issues, and routine troubleshooting.
• Deliver deskside support for deployments, repairs, configuration, and enduser assistance following approved processes.

Tooling:

• Utilize Remote Capture Tool for diagnostics, troubleshooting, and resolution.
• Use Patch & Upgrade Tool to detect, download, and deploy required patches/software.
• Perform automated patch/software currency verification and initiate update workflows.

End-User CI Configuration, Management & Support:

• Configure, manage, and support End-User CIs to ensure Normal Operations across all Client-defined capabilities.
• Manage CI environment, including skills readiness, subcontractor coordination, OEM relationships.
• Perform BIOS, OS, driver, application, VPN, authentication, and communication configuration.
• Perform remedial support, diagnostics, repairs, software troubleshooting, security scans, VPN fixes.
• Conduct full system validation post-repair and communicate with end-users.

Reimaging

• Perform CI reimaging including backup, approval, restore, configuration, and validation.
• Sync user data from OneDrive and validate data integrity post-reimage.
• Re-encrypt End-User CIs after restoration.

Office Moves

• Support office moves including disconnecting, packing, transporting, reconnecting devices.
• Validate functionality post-move including boot-up, network, peripherals, CMDB/AMS updates.

Dispatches

• Provide on-demand dispatch capability for non-dedicated sites including vendor management.

Site Access

• Request access, comply with access requirements, coordinate third-party logistics.

Changes & Decommissions

• Implement approved changes including installation, validation, and updates to CMDB/AMS.
• Perform CI decommission including pack, ship, quarantine, legal holds, and CMDB updates.

Spares & Maintenance

• Manage spare parts, coordinate deliveries, maintain bench inventory, return defective items.
• Notify Client when spare thresholds are low.

Network Infrastructure Support

• Provide Smart Hands onsite support for network devices (switches, routers, WiFi access points, firewalls, SD-WAN Aryaka, cabling, patching) under Global IT direction
• Support physical network changes including rack/stack, cable management, port patching, and device power cyclingCoordinate and perform onsite replacement of failed network hardware (switches, APs, firewalls, power supplies, SFPs, cables)
• Provide onsite escort and physical support for telecom carriers during internet/MPLS circuit installs, testing, or troubleshooting, to be scheduled either for the days when onsite support is available
• Support urgent network incidents/outages by performing onsite diagnostics, cable tracing, console access, reboots, failover actions, and visual checks
• Assist with AP mounting, cable verification, antenna placement, AP LED/status checks, and basic wireless surveys
• Provide photos, port confirmations, labeling updates, and completion notes after onsite work orders or changes
• Perform physical layer end-to-end testing of copper and fiber cabling, including patch panels, wall ports, jumpers, and uplink connections using approved test tools; validate continuity, link status, labeling, and connectivity under Client direction
• Test Cat5e/Cat6/Cat6A cabling for continuity, pair mapping, PoE readiness, and performance where tools are available
• Perform fiber patch validation, light-level checks, polarity verification, and continuity testing; escalate splice or attenuation issues.

Hosting & Server Support

• Perform basic server room activities including labeling, cabling discipline, and hardware logistics as directed by Global IT
• Provide Smart Hands onsite support for hosting and server infrastructure including rack/stack, cable patching, physical inspections, and power resets under Global IT

Conference Room & AV Support:

• Support conference room setup, troubleshooting, and onsite assistance during business meetings when required
• Provide Smart Hands support for conference room technologies including AV equipment, Teams Rooms, displays, microphones, cameras, and peripherals.
• Create physical layout: display placement, camera FOV, microphone coverage, acoustics, lighting, and furniture alignment for new sites
• Deploy hardware, cabling, mounting, and configure Teams Room devices.
• Validate AV quality, network readiness, Teams integration, and collect user feedback.

Lab Computing (GMP & NonGMP):

• Perform onsite diagnostics, device swaps, and coordination with Global IT or validation teams for lab systems where permitted.
• Ensuring the devices are compliant as per the policies defined.
• Provide Smart Hands support for lab computing environments (GMP and nonGMP) including. hardware, peripherals, user devices, and basic connectivity following approved procedures.

Server Rooms & IT Closets:

• Support periodic audits and physical checks under Global IT direction.
• Maintain server rooms and IT closets including cleanliness, physical organization, labeling, and coordination of environmental or power issues.
• Verify rack space, power availability, UPS status, cooling, and cable pathways before network/infrastructure installations or upgrades
• Maintain physical inventory records of network and infrastructure hardware, serial numbers, rack locations, and spare equipment onsite and update the ipam rack information.

Print Support

• Perform device validation including power status, connectivity checks, error identification, and report findings
• Perform installation activities including unboxing, placement, cable connection, and initial power-up of printer/scanner devices
• Coordinate and escort OEM/vendor personnel onsite for printer maintenance, repairs, and part replacements as required
• Support printer relocation activities including safe decommissioning, movement, and reinstallation
• Escalate hardware faults, repeated failures, or non-resolvable issues to OEM/vendor as per defined escalation procedures
• Manage print queues including configuration, monitoring, and issue resolution in line with approved printer standards and access policies