Desktop Support Engineer

Infosys; Mahwah (NJ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Long-term/Short-term Disability

Health and Dependent Care Reumption?

Job summary

Infosys is seeking a Technology Consultant 1 to join our IT support team in the United States. You will assist in capturing user needs, contribute to design discussions, and help document software specifications and processes.

You will develop and troubleshoot applications, execute test plans, and support onboarding, day-one setup, and onsite incidents, while maintaining knowledge base documentation and ensuring strong customer service throughout the SDLC.

Qualifications

• Strong hands-on experience supporting Windows and macOS platforms.
• Working knowledge of ITSM tools (e.g., ServiceNow) and remote support tools.
• Experience with end user hardware including desktops, laptops, monitors, printers, peripherals, and mobile devices.
• Basic understanding of LAN / networking concepts and workplace connectivity troubleshooting.
• Familiarity with walk in desk operations and queue-based support models.
• Ability to follow runbooks, standard operating procedures, and security guidelines.
• Provide onsite and walk in IT support with a strong customer service focus.
• Troubleshot desktops, laptops, printers, mobile devices, peripherals, and meeting room equipment.
• Support Windows and macOS systems and approved applications using standard procedures.
• Assist with employee onboarding, device setup, and Day 1 support.
• Handle onsite escalations, high priority incidents, and installations not possible remotely.
• Identify recurring issues, collect logs, support root cause analysis, and update knowledge base.

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 creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
• 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, thereby enriching team's knowledge repository

Education

Bachelor’s degree or foreign equivalent

Tools

ServiceNow

Remote support tools

Job description

Overview

The Infosys Retail, Consumer Goods, and Logistics unit stands as a globally respected partner of choice, dedicated to helping clients achieve their business goals through cutting-edge technology and seamless services. Our unit offers a dynamic forum where projects and teams can effectively learn, adopt, and excel in all technologies. We foster a vibrant community that leverages shared skills and experiences to deliver high-quality, value-enhanced solutions. Join us and become part of a team that drives innovation, operational efficiency, and sustainable growth in the retail, consumer goods, and logistics sector. Together, we can shape the future of these industries and achieve remarkable success.

Overview

The Infosys Retail, Consumer Goods, and Logistics unit stands as a globally respected partner of choice, dedicated to helping clients achieve their business goals through cutting-edge technology and seamless services. Our unit offers a dynamic forum where projects and teams can effectively learn, adopt, and excel in all technologies. We foster a vibrant community that leverages shared skills and experiences to deliver high-quality, value-enhanced solutions. Join us and become part of a team that drives innovation, operational efficiency, and sustainable growth in the retail, consumer goods, and logistics sector. Together, we can shape the future of these industries and achieve remarkable success.

In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below:

• 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 creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
• 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, thereby enriching team's knowledge repository

Your Contribution To The Team

• An agile mindset with effective communication and problem-solving skills.
• The ability to work on majority of the areas as part of SDLC lifecycle
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they escalated.
• Commitment to continuous learning, knowledge sharing, and fostering team development

Required Skill And Experience

• Strong hands‑on experience supporting Windows and macOS platforms.
• Working knowledge of ITSM tools (e.g., ServiceNow) and remote support tools.
• Experience with end user hardware including desktops, laptops, monitors, printers, peripherals, and mobile devices.
• Basic understanding of LAN / networking concepts and workplace connectivity troubleshooting.
• Familiarity with walk in desk operations and queue‑based support models.
• Ability to follow runbooks, standard operating procedures, and security guidelines.
• Provide onsite and walk in IT support with a strong customer service focus.
• Troubleshot desktops, laptops, printers, mobile devices, peripherals, and meeting room equipment.
• Support Windows and macOS systems and approved applications using standard procedures.
• Assist with employee onboarding, device setup, and Day 1 support.
• Handle onsite escalations, high priority incidents, and installations not possible remotely.
• Identify recurring issues, collect logs, support root cause analysis, and update knowledge base.

Preferred Skill And Experience

• Willingness to work in walk in support environments and interact directly with end users.
• Ability to comply with Company security, compliance, and data protection policies.
• Valid driving license may be required for roles involving onsite travel between locations (where applicable).

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Benefits

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

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

About Us

Infosys is a global leader in next‑generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI‑powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always‑on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.