End-User IT Support & Desktop Engineer

Infosys; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Paid holidays and PTO

401(k) plan

Job summary

Infosys is seeking a Technology Consultant 1 in the United States to provide first-line support, troubleshoot desktop environments, and manage incidents using ITSM tools. The role emphasizes customer service, problem solving, and proactive issue resolution across global delivery teams.

The candidate will engage in SDLC activities, document processes, and collaborate with L2/L3 teams to ensure timely, high-quality technical support. Relocation/travel may be required.

Qualifications

• Provide first-level technical support to end users (in-person, remote, or via ticketing tools).
• Troubleshoot hardware, software, and network-related issues.
• Log, track, and update incidents in ITSM tools (ServiceNow, Remedy, etc.).
• Ensure timely resolution within defined SLAs.
• Escalate complex issues to L2/L3 teams when required.

Responsibilities

• Assist in conducting targeted interviews and workshops to capture user needs and document requirements.
• Participate in design discussions to capture software specifications and aid in process documentation.
• Develop, refine, and document code for new software applications aligning with design specs.
• Execute test plans, analyse outcomes, and report defects to improve software performance.
• Support integration of new features and ensure smooth transitions within the system.
• Monitor and troubleshoot live applications and maintain comprehensive documentation.
• Document coding practices, testing methodologies, and technical solutions.

Skills

User Support

Incident Handling

Desktop Management

Customer Service

Education

Bachelor’s degree or foreign equivalent

Tools

ServiceNow

Remedy

Job description

Infosys is seeking a Technology Consultant 1 in the United States to provide first-line support, troubleshoot desktop environments, and manage incidents using ITSM tools. The role emphasizes customer service, problem solving, and proactive issue resolution across global delivery teams.

The candidate will engage in SDLC activities, document processes, and collaborate with L2/L3 teams to ensure timely, high-quality technical support. Relocation/travel may be required.