Process Lead - US

Job Description

Desktop Support Engineer

The desktop support engineer plays a critical role within the IT Service Management (ITSM) organization, responsible for driving the Problem Management process to identify root causes, eliminate recurring incidents, and improve overall service stability. This role conducts structured root cause analysis (RCA), collaborates with technical and incident teams, maintains Problem Management governance practices, and ensures that corrective actions are properly implemented and validated. 
This position requires strong analytical skills, deep understanding of ITIL processes, and the ability to lead cross‑functional efforts to resolve problems effectively.


 
Key Responsibilities:

Hardware Support & Troubleshooting

• Install, troubleshoot, and repair desktops, laptops, printers, and peripherals (monitors, keyboards, mice, scanners, fax machines).
• Provide Smart Hands and Feet support for networking hardware (routers, switches, firewalls, racks, cabinets) under guidance from senior engineers or remote teams.

Software & OS Support

• Install and troubleshoot desktop applications and operating systems.
• Provide desk-side support and PC break/fix services with basic Windows OS administration.
• Assist with anti-virus and anti-spyware software installations and troubleshooting.
• Support basic configuration and troubleshooting of iOS/Android tablets.
• Deploy software and OS using tools like MECM, WDS, or MDM (e.g., Microsoft Office, antivirus, company-specific apps).

Network & Connectivity Support

• Troubleshoot basic LAN/WAN connectivity issues.
• Understand and apply basic networking concepts (TCP/IP, DNS, DHCP, VPN, RDP).
• Use diagnostic tools (ping, ipconfig, Wi-Fi analyzer) for wireless network troubleshooting.

• High School Diploma or GED Equivalent. 
• 6 years of relevant experience listed in the job description

• Basic understanding of ITIL processes: Incident, Change, Problem Management, Service Requests, and stock management.
• Strong written and verbal communication skills.
• Excellent interpersonal skills for user and team interactions.
• Ability to manage tasks independently and meet deadlines.
• Sound troubleshooting and deductive reasoning abilities.
• Proficient in ticket handling and client-specific procedures.

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.


 
About Us 
 Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
 

• Domain: IT Service Management