Desktop Support Engineer

About the company Infinite is a global technology solution provider headquartered in Rockville, MD. The company provides business technology solutions and product engineering services for telecom, hi-tech, healthcare, media & entertainment, insurance, banking & financial services, retail, public sector, travel and transport, and government. With the proprietary frameworks, platforms, accelerators, and domain experts, Infinite has been solving challenges for Fortune 1000 companies since 2001. Core service offerings include business transformation, digitalization, cloud services, application development management services, quality engineering and assurance, product/platform engineering, and infrastructure services. For more information, please visit www.infinite.com Role: Desktop Support Engineer Location: Kailua, Hawaii Duration: Long-term/Fulltime Job Summary We're seeking a customer-focused Desktop Support Engineer to provide hands-on technical support across multiple locations. This role involves troubleshooting hardware/software issues, assisting users, and ensuring compliance with IT and HIPAA standards—especially within healthcare environments. Roles and responsibilities: Serve as a point of contact for IT support requests via a communication and or ticketing systems. Troubleshoot and resolve basic hardware and software issues for desktops, laptops, thin clients, mobile devices, printers, and all peripherals. Assist users with login/access issues and basic application usage. Document all support interactions in the IT service management system with detailed notes and resolution steps. Escalate unresolved or complex issues to Tier 2 support according to established protocols. Respond to, triage, and resolve IT support requests through the ticketing system in line with established SLAs. Image, install and configure standard desktop hardware and software per IT standards and policies. Strong knowledge of Windows and macOS operating systems; experience with common enterprise applications (Microsoft Office 365, Teams, etc.). Ensure compliance with IT policies, security protocols, and HIPAA privacy standards. Maintain a professional and courteous demeanor, especially in high-stress or urgent situations. Qualifications: 2+ year of experience in a desktop support, help desk, or IT customer service role (internships or equivalent experience accepted). Basic understanding of Windows operating systems, IOS, Microsoft Office Suite, and standard desktop hardware. Strong communication and customer service skills. Ability to follow detailed instructions and escalate issues appropriately. Willingness to work in a healthcare environment and interact with clinical staff. Understanding of basic IT troubleshooting principles. Willingness to travel within assigned geographical areas Preferred: Experience working in a healthcare or other regulated environment. Basic understanding of network wireless, voice, and security technologies Familiar with current operating systems Familiarity with EMR/EHR systems (e.g., Epic, Cerner). Knowledge of ticketing systems such as Ivanti. CompTIA A+ or other entry-level IT certifications