Desktop Support Analyst

• Diagnose and repair hardware issues for end users, including break-fix, support, and troubleshooting for devices, OS, applications, and network connectivity.
• Maintain asset inventories and update records after equipment or software changes.
• Educate users on self-help opportunities to resolve minor issues independently.
• Support device refreshes according to BMS schedules and proactive management tools.
• Coordinate on-site repairs and replacements when remote support cannot resolve issues; handle software installation, data reloads, configuration, testing, and user acceptance.
• Perform data harvesting for e-Litigation as per BMS policy.
• Manage security, file access, and administrative setups.
• Oversee device lifecycle activities, including secure storage and data wiping on returned devices upon user confirmation.
• Receive computing equipment/parts, manage toner supplies, and replace cartridges for Ricoh devices.
• Provide daily tape management and coordinate with off-site storage providers.
• Maintain a clean work environment, especially in IDF/MDF and ITC areas, ensuring compliance with standards.
• Deliver onboarding/hyper care support and facilitate Smart Hands support for Ricoh technician maintenance.
• Offer Level 2 support for meeting room and AV services in the absence of third-party vendors.
• Staff walk-in IT centers for user device and software support; provide user education through scheduled learning sessions.
• Assist central remote teams on-site and perform basic tasks such as rebooting or replacing hardware components.
• Manage data rooms and network closets, control access, maintain logs, and verify rack elevations.
• Support AV and conference technologies, manage event logistics, conduct regular room checks, and escalate issues as needed.
• Collaborate with third-party providers, local staff, and planners to maintain site standards and proper access controls.
• Oversee cleaning and maintenance of raised floors, assess risks for planned outages, and ensure safety compliance.
• Coordinate remediation activities and participate in network port planning with data center planners.
• Handle network change management, cabling, inventory management, port activations/deactivations, and respond to network service requests.
• Maintain documentation for data rooms and network closets in line with BMS labeling and documentation standards.
• Travel to sites in USA to provide IT support.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.