Desktop Support Specialist

Title - Desk-Side/Desktop Support

Location - Rochester, NY

Key Responsibilities:

• Hardware Support:
• Perform racking, stacking, and decommissioning of servers, network, and storage equipment.
• Replace hardware components such as hard drives, memory, power supplies, and cables.
• Label, inventory, and document all hardware changes.
• Physical Infrastructure Maintenance:
• Monitor and manage structured cabling (fiber/copper) installations and patching.
• Assist with power and cooling infrastructure checks.
• Ensure cleanliness, safety, and organization of the data center.
• Troubleshooting & Incident Support:
• Respond to service tickets for physical interventions (e.g., system reboots, cable reseating, LED status checks).
• Collaborate with remote teams to provide diagnostics and status updates.
• Escalate issues as needed to appropriate teams.
• Monitoring & Documentation:
• Maintain logs of activities and interventions.
• Provide regular reports on equipment status and completed tasks.
• Use monitoring tools and asset management systems as needed.

Required Skills and Qualifications:

• 1–3 years of experience in a hands-on IT support or data center environment.
• Basic knowledge of servers, networking equipment, and structured cabling.
• Comfortable using hand tools and diagnostic devices.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira).
• Ability to lift equipment up to 50 lbs and work in physically demanding environments.
• Good communication and problem-solving skills.
• Willingness to work in shifts, including nights and weekends, if required.

Preferred Qualifications:

• Certifications such as CompTIA A , Network , or Data Center-specific training.
• Experience with enterprise hardware vendors (e.g., Dell, Cisco, HP, IBM).
• Familiarity with data center best practices and safety protocols.
• Exposure to ITIL or similar service frameworks.

Work Environment:

• On-site presence in a secure data center facility.
• Work involves standing, walking, bending, and lifting for extended periods.
• Use of PPE and adherence to strict access and safety controls.

Compensation and Benefits

A candidate’s pay within the range will depend on their 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.

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.