Desktop Support Engineer

Job Description: DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com . Job Scope: IT Asset Management & Operations IT Asset Management (ITAM) Responsible for the end-to-end lifecycle management of hardware, including laptops, monitors, and peripherals/accessories. • Troubleshooting: Diagnose and resolve hardware-related issues. • Request & Deployment: Manage the fulfillment process for new hardware requests. • Maintenance: Facilitate the repair and exchange process for faulty units. • Lifecycle Logistics: Coordinate the replacement of aging assets and manage the return process for offboarding or upgrades. • Loaner Program: Administer the temporary loan process for devices and ensure timely returns. Device Imaging & Software Support • OS Deployment: Perform imaging of laptops using the standardized company image. • MacOS Troubleshooting: Diagnose and resolve macOS-specific issues, including but not limited to: • Boot & Recovery: Recovery Mode, Safe Boot, and startup disk issues. • System Administration: User account management, permissions, and Disk Utility operations. • Security & Encryption: FileVault encryption, Keychain management, and certificate-related issues. • Enterprise Enrollment: MDM/JAMF enrollment, configuration profiles, and compliance policies. • OS Updates: macOS upgrade and patch deployment. • Application Issues: Compatibility, crashes, and enterprise software behavior on macOS. • Networking: Wi-Fi, VPN, and Zscaler connectivity troubleshooting on macOS. • Windows Troubleshooting: Diagnose and resolve Windows-specific issues, including but not limited to: • Boot & Recovery: Safe Mode, Windows Recovery Environment (WinRE), and startup repair. • System Administration: User account management, Group Policy, and disk management operations. • Security & Encryption: BitLocker encryption, Windows Defender, and certificate-related issues. • Enterprise Enrollment: MDM/Intune enrollment, domain join, and compliance policies. • OS Updates: Windows feature updates, patch deployment, and update troubleshooting. • Application Issues: Compatibility, crashes, and enterprise software behavior on Windows. • Networking: Wi-Fi, VPN, and Zscaler connectivity troubleshooting on Windows. • Enterprise Software: Provide specialized support for core communication and security tools: Sealsuite, Lark, and Zscaler. • General Support: Handle basic software activations and general application troubleshooting. AV Operations & Event Support • AHA Events & Conference Rooms: Execute setup for meeting spaces, including microphones, projectors, and screens. • Meeting Room Technical Support: Provide break/fix support and real-time troubleshooting for meeting room hardware. • Platform Management: Manage the switching and configuration of conferencing platforms (Lark & Zoom). Service Desk & Administrative Excellence • Ticket Management: Monitor, update, and resolve incidents/requests within the Glata Ticketing System. • Hardware Repair Ticketing: Log and track repair tickets for laptop hardware issues within the Glata Ticketing System, including: • Issue Documentation: Accurately record symptoms, error codes, and diagnostic findings. • Repair Coordination: Liaise with vendors and authorized service providers for warranty and out-of-warranty repairs. • Status Tracking: Monitor repair progress, provide updates to end-users, and ensure timely resolution. • Closure Validation: Verify repairs upon return, confirm device functionality, and close tickets with proper documentation. • Customer Service: Maintain high standards of IT Service Desk Counter Etiquette when interacting with end-users. • On-Site Support: Act as "Smart Hands" for physical technical tasks. • Inventory Control: Conduct regular inventory stock takes to ensure asset accuracy. • Facilities: Maintain strong familiarity with office layout to provide efficient on-site support. Server Room & Network Operations • Server Room Management: Maintain and monitor the on-premises server room environment, including: • Physical Infrastructure: Rack and stack servers and networking equipment, and manage cabling. • Environmental Monitoring: Oversee temperature, humidity, and power (UPS) conditions to ensure an optimal operating environment. • Access Control: Maintain server room security and access logs. • Cable Management: Ensure organized and documented cabling for power and network connections. • Network Troubleshooting (L1) : Perform first-level network connectivity diagnostics and resolution, including: • Physical Connectivity: Verify cable connections, inspect for damaged cables, and confirm link lights. • Basic Connectivity Checks: Use ping and ipconfig/ifconfig to verify IP assignment and reachability. • Wi-Fi Troubleshooting: Assist users with connecting, disconnecting, forgetting networks, and reconnecting procedures. • VPN Basics: Guide users through VPN connection and disconnection, and verify tunnel status. • DNS & DHCP Basics: Flush DNS cache, release and renew IP addresses, and verify DNS resolution. • Switch Port Verification: Check port link lights and confirm port status on managed switches. • Escalation: Identify issues beyond L1 scope and escalate to L2/L3 network engineering with documented findings. Other Duties • Ad hoc task handling including urgent/emergency response, VIP escalations, last-minute deployments, vendor coordination, documentation updates, and vendor escort. • Willingness to work overtime as needed for after-hours support, ma…