Desktop Support Technician

Job Title: Senior IT Field / Desktop Support Engineer

Key Responsibilities:

• Adhere to defined SLAs and ensure timely resolution of incidents and service requests
• Follow and comply with ITIL processes and workflows
• Report to the Track Lead / Team Lead and provide regular updates
• Handle and resolve tickets by troubleshooting technical issues effectively
• Ensure all IT processes and standards are consistently followed
• Build, configure, and maintain shop floor/end-user systems, including installation of required software
• Set up and troubleshoot printers, fax machines, copiers, RF devices, and telephony equipment
• Diagnose and resolve network connectivity issues along with hardware/software problems
• Coordinate with IT vendors to ensure smooth site operations
• Proactively identify IT issues and escalate them to the appropriate stakeholders
• Manage vendor coordination for both IT and OT (Operational Technology) issues
• Communicate critical updates and issues clearly to stakeholders
• Take ownership of IT operations at the site level
• Execute and support IT projects and deliverables at the site
• Drive resolution of critical issues in collaboration with internal teams, minimizing downtime
• Enhance and maintain customer and end-user satisfaction
• Conduct asset inventory activities as required
• Create and maintain documentation, SOPs, and knowledge base articles
• Provide frontline IT support, including hardware and software troubleshooting

Required Skills & Qualifications:

• Minimum 7 years of hands-on experience in Deskside / Onsite / Local IT Support roles
• Strong expertise in installing and troubleshooting Windows (10/11) and macOS
• Experience providing hands & feet support for network and data center infrastructure
• Strong knowledge of desktop support, including hardware, software, and basic networking
• Advanced hardware troubleshooting skills for desktops, laptops, printers, and handheld devices
• Good knowledge of mobile platforms (iOS & Android) and rugged devices
• Experience with OS imaging, SCCM deployments, Intune, and Autopilot
• Familiarity with Active Directory, SCCM, Intune, and JAMF
• Knowledge of RF scanners, industrial printers (e.g., Zebra)
• Exposure to Operational Technology (OT) environments such as PLCs and manufacturing systems
• Hands-on experience with data center hardware
• Basic knowledge of networking, storage, virtualization (VMs), and cloud technologies
• Experience with managed print services and enterprise printers
• Understanding of user provisioning in Active Directory, Exchange, and distribution lists
• Experience with remote support tools such as Bomgar, WebEx, and native Windows tools
• Ability to support mobile device setup and troubleshooting

Soft Skills:

• Strong customer service orientation
• Excellent verbal and written communication skills
• Good documentation and reporting skills
• Ability to handle pressure situations and unexpected issues
• High level of adaptability and professionalism

Additional Responsibilities:

• Willingness to travel to other sites as required
• Availability for on-call support for critical issues outside business hours
• Ability to support operations as per defined processes and SOW
• Flexibility to work in rotational shifts / 24×7 environments

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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); 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.