IT Desktop Support Engineer

The IT Desktop Support Engineer is responsible for Service Desk ticket diagnostics and escalating to the appropriate team member. The person will be the liaison between ReleasePoint IT support at the Claremont office and the business systems users in Hyderabad, India, providing technical support and account setup assistance to the business users. The IT Desktop Support Engineer will be responsible for onsite support of all employees in India using ReleasePoint owned equipment. In addition, the IT Desktop Support Engineer will assist in RPNet client user account administration, including setting up new user accounts, resetting passwords and other account maintenance activities.

Requirements

The IT Desktop Support Engineer performs duties and responsibilities including but not limited to the following:

• Act as the primary onsite ReleasePoint technical contact to the Manila team using ReleasePoint owned devices.

• Coordinate with the ReleasePoint US IT team to deliver local technical support.

• Respond to support requests and inquiries in the helpdesk systems. Perform troubleshooting to isolate and diagnose system problems on network connectivity, workstations, printers, scanners, and other computer peripherals.

• Triage and resolve technical issues received by the ReleasePoint Service Desk. Some examples are login and access issues, software licensing renewals, and password resets.

• Assist with new hire account setup, access changes and account revocation.

• User account administration in RPNet: Create, maintain, and disable user access in RPNet. Respond to password reset requests.

• Maintain the physical devices onsite.

Professional Requirements

Bachelor’s degree in computer science or related field or related experience

Minimum 2 years of relevant experience supporting information technology services, including Windows, business applications, and associated desktop hardware and peripherals.

Experience with a helpdesk management system

Experience in computer security, regulated environments, or healthcare IT preferred

Proficient with Microsoft Windows, Mac OS, VPN/Remote access, and anti-virus software.

General knowledge of Active Directory user account concepts.

Knowledge of information security principles, including risk assessment and management, threat and vulnerability management, incident response and identity and access management.

Knowledge of network infrastructure protocols and concepts, including routers, switches, firewalls, TCP/IP, FTP, MFT, web hosting, and DNS.

Benefits

Medical Benefits

Great work Culture