Role description
Desktop Support Engineer
Allentown, PA
Onsite
The Desktop Support Engineer is responsible for providing end user support troubleshooting hardware and software issues and ensuring seamless IT service delivery The role involves incident and request management user interaction and collaboration with L2L3 teams to maintain high service quality and user satisfaction
Key Responsibilities
End User Support
- Provide onsite support for desktops laptops and peripherals
- Troubleshoot issues related to operating systems applications printers and connectivity
- Assist users in resolving day to day IT issues in a timely manner
- Incident Service Request Management
- Log categorize prioritize and track incidents service requests in ITSM tools
- Ensure adherence to SLA timelines for resolution and response
- Update tickets with proper resolution details and status
- First Level Troubleshooting L1 Activities
- Perform initial diagnosis and attempt resolution using SOPs
- Route unresolved tickets to appropriate support groups with complete details
- Monitor critical incidents and follow escalation procedures
Hardware Software Support
- Install configure and maintain desktops laptops and software applications
- Support tools such as Windows OS Office 365 VPN email clients and business applications
- Perform patching updates and antivirus maintenance
Asset Inventory Management
- Manage IT assets including desktops laptops and accessories
- Maintain asset inventory records in ITSM tools
- Support device lifecycle management and compliance requirements
Coordination Escalation
- Escalate complex issues to L2-L3 teams when required
- Collaborate with infrastructure and application teams for resolution
- Ensure complete information is captured before escalation
Customer Experience
- Act as the first point of contact for end users
- Provide clear communication and timely updates
- Ensure high levels of user satisfaction and first call resolution
Required Skills Qualifications
- Experience in Desktop Support role
- Strong knowledge of
- Windows OS 1011
- Microsoft Office Office 365
- Active Directory basic
- Networking fundamentals
- Familiarity with ITSM tools
- Strong troubleshooting and problem solving skills
- Good communication and customer handling skills
Skills
Mandatory Skills : EUC Desktop Engineering
Other details
Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):
Benefits and Perks:
- Comprehensive Medical Plan Covering Medical, Dental, Vision
- Short Term and Long-Term Disability Coverage
- 401(k) Plan with Company match
- Life Insurance
- Vacation Time, Sick Leave, Paid Holidays
- Paid Paternity and Maternity Leave
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $47,500 to $60,000.00 per year
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
