Desktop Support Engineer

LTM; Allentown (Lehigh County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive Medical Plan

Disability Coverage

401(k) Plan with Company match

Life Insurance

Vacation Time

Sick Leave

Paid Holidays

Paid Paternity/Maternity Leave

Job summary

LTIMindtree is seeking a Desktop Support Engineer in Allentown, PA for onsite end-user support. You will troubleshoot hardware and software issues, manage incidents in ITSM tools, and collaborate with L2/L3 teams to ensure service quality and user satisfaction.

The role requires strong Windows OS, Office 365, Active Directory, and networking fundamentals, plus excellent problem-solving and customer handling skills. Onsite work with LTIMindtree offers comprehensive benefits and career growth.

Qualifications

• Experience in Desktop Support role.
• Strong knowledge of Windows OS 10/11.
• Proficiency with Office 365 and Active Directory.
• Good networking fundamentals and ITSM tooling usage.
• Strong troubleshooting and customer handling skills.

Responsibilities

• Provide onsite end user support for desktops, laptops, and peripherals.
• Troubleshoot OS, applications, printers, and connectivity issues.
• Manage incidents and service requests; log, categorize, and track in ITSM tools.
• Meet SLA timelines for resolution and response; update tickets with resolutions.
• Perform initial diagnosis and route unresolved tickets to appropriate groups.
• Coordinate with L2-L3 teams for complex issues and ensure complete escalation data.
• Maintain asset inventory records and assist lifecycle management.
• Provide clear communication and maintain high customer satisfaction.

Skills

Desktop Support

Windows OS

Office 365

Active Directory

Networking fundamentals

ITSM tools

Troubleshooting

Customer handling

Tools

ITSM tools

Job description

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

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

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.