End-User Systems Engineer (Desktop Support)

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

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.