What Working at Hexaware offers:

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles.

At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.

The Hexaware Advantage: Your Workplace Benefits

• Health benefits with low-cost employee premium.
• range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage
• training and upskilling opportunities through Udemy and Hexavarsity

Role: Deskside Support (Onsite Role)

Location: Rockville, MD

Hiring: Fulltime

Summary of Position

The Desktop Systems Specialist will be responsible for efficient and reliable operation of the MGNX desktop environment and end-user support.This position serves as the on-site desktop level 2 end-user support and requires the ability to manage and handle all break & fix tickets/requests and aids with project implementations as needed.

Responsibilities and Job Duties

Provides direct technical support and assistance to end-users over the phone, in person and or remotely.

Manages and handles all escalated tickets from Level1, identifies best solutions based on information provided by customers

Provides in depth technical support; diagnose and resolve problems ranging from Tier1 -3 type issues. Troubleshoots applications, errors, and operating systems (Windows10). Mitigate and handle system viruses, malware, spyware & Adware. Hardware component replacement and use of system imaging software to create and load images

Proactively monitors and identifies trends and behaviors in systems support and address the findings or escalate to other IT team resources

Support of audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC)

Contributes to timely and accurate communications with other parts of the organization regarding IT

Act as the escalation line of support for complex IT support issues from helpdesk staff, employees and team members

Monitors, manages, and tests desktop system backups.

Process new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation

Receives and tracks hardware assets according to policy and process equipment delivery/shipping as needed

Ensures that all assigned tasks are completed in a manner which meets regulatory requirements and updating or creating procedures to address any potential issues

Traveling to all corporate sites to provide scheduled network maintenance and address outstanding and reported issues.

Knowledge, Skills and Abilities

Excellent oral and written communication skills

Good knowledge and support of SCCM, Microsoft Exchange Online, Skype for Business, Office 365, and SharePoint Online

Understanding of Windows OS support tasks (2008 - 2016 & 7 - 10), setup OS to a new unformatted hard drive and/or RAID controller

Command of how-to setup / configure network printers in a Windows print server environment, along with providing printer hardware support

Knowledge of AD account management, group policies, DHCP, DNS, as well as centralized patch management for desktops and servers

Able to trace phone and network patch cables to wall jacks and/or connectivity devices and use phone & network wiring continuity testers

Able to follow other specific troubleshooting steps and continuously update and create additional knowledge articles

Ability to manage several high-priority, fast-paced activities within required timelines without sacrificing quality

Ability to work independently with minimal supervision, but seek appropriate involvement from other team members or senior management regarding complex issues beyond position scope

Requires traveling our other two locations in Rockville (less than a mile from the corporate office). May occasionally need to travel to our location in the San Francisco area.

IT and or Service Desk certifications a plus to include (A , Network , Microsoft, ITIL)

Preferred Qualifications

Familiarity with GAMP practices or similar risk-based compliance guidelines

IT and or Service Desk certifications a plus to include (A , Network , Microsoft, ITIL)

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Swetha