Desktop Support Engineer

About the Role

As a Technology Consultant 1 within the Infosys Retail, Consumer Goods, and Logistics unit, you will join a globally respected partner dedicated to helping clients achieve their business goals through cutting-edge technology and seamless services. This dynamic environment fosters innovation, operational efficiency, and sustainable growth in the retail, consumer goods, and logistics sector.

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 the creation of process documentation.
• Develop, refine, and document code for new software applications following detailed design specifications to meet user requirements.
• Execute test plans, analyze outcomes, and report defects to the development team to facilitate software performance enhancement.
• 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 to enrich the 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 tools/emails.
• Troubleshoot hardware and software issues on laptops, desktops, workstations, etc., and maintain optimum performance.
• Address customer requests for installation, configuration, test, and maintenance of hardware and software components.
• Support root cause analysis of equipment problems and provide effective diagnosis.
• Respond to customer requests via phone and email in a timely and accurate manner.
• Install and upgrade operating systems and computer software, visiting the client’s desk when needed.

Contribution to the Team

• An agile mindset with effective communication and problem-solving skills.
• The ability to work across most areas of the 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

• Bachelor’s degree or foreign equivalent from an accredited institution. Three years of progressive experience in the specialty may substitute for each year of education.
• This position may require relocation and/or travel to the work/project location.
• Candidates must be authorized to work for any employer in the United States without employer-based visa sponsorship. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Skills

Required

• Experience handling and resolving user problems with hardware and software, including printer support.
• Proficiency in troubleshooting hardware and software issues on laptops, desktops, and workstations.
• Ability to install, configure, test, and maintain hardware and software components.
• Strong communication and client interaction skills, including exceptional written, verbal, and technical documentation abilities.

Preferred

• Working knowledge of administering desktop applications, tech refresh, OS (Windows 10/11) deployments, and configurations.
• Proficient in hardware troubleshooting, including replacing parts in laptops/desktops.
• Exposure to ITIL (Information Technology Infrastructure Library) based processes.
• Good knowledge of the MS Office suite.
• Extraordinary planning, project management, coordination, and analytical skills.

Benefits

• Medical, Dental, Vision, and Life Insurance.
• Long-term and Short-term Disability coverage.
• Health and Dependent Care Reimbursement Accounts.
• Accident, Critical Illness, Hospital Indemnity, and Legal Insurance.
• 401(k) plan with contributions dependent on salary level.
• Paid holidays plus Paid Time Off.