Desktop Engineer

HCLTech; Peoria (IL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Pharmacy

Life

AD&D

Disability insurance

EAP

401(k) retirement plan

10 days PTO

10 holidays

Job summary

HCLTech in Peoria, IL is seeking a Desktop Support Engineer to resolve incidents, upgrade software, and install new hardware for customers, including monitors, docking stations, and keyboards. You will work with Windows 10/11 and Office 365 apps to keep client systems productive.

You will manage ticketing in SNOW ITSM, perform PC refresh and device lifecycle tasks, and coordinate with engineers and managers to keep stakeholders informed.

Qualifications

• Minimum proven experience as a Desktop Support Engineer or Field Services Engineer.
• Experience resolving hardware and software incidents, including Windows OS, Office 365.
• Ability to install and configure IT equipment, perform PC refresh, and asset lifecycle tasks.
• Excellent ticketing practices using SNOW ITSM.

Responsibilities

• Resolve incidents and upgrade software and hardware.
• Install new hardware for customers, including monitors, docking stations, keyboards.
• Perform PC refresh, moves, retirements, and drive wiping.
• Address hardware, software, and networking tickets.
• Manage stock room and inventory.

Skills

Desktop Support

Field services

Windows 10/11

Office 365 & Teams

ITSM (ServiceNow)

Tools

ServiceNow ITSM

Office 365

Job description

• Proven work experience as a Desktop Support Engineer or Field services Technical Support Engineer


• To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers, such as new monitors, docking stations, or keyboards. May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 10/11) and across a range of software applications on the client machine (Office 365 applications and Teams, etc.).


• Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement. Wipe drives with proper tool before disposal.


• Addressing users tickets regarding hardware, software and networking


• Stock room and inventory management


• Direct unresolved issues to the next level of support


• Help create technical documentation and manuals


• Hands-on experience with Windows 10, 11 operating systems


• Provide technical assistance and support for incoming queries and issues related to desktop support, mobile device management and VIP support.


• Must accurately record, update and document requests using the SNOW ITSM tool


• Professionalism when resolving service delivery and client issues in a timely manner


• Determine the best solution based on the issue and details provided by customers


• Identifying and escalating business and technical challenges as appropriate and in a timely manner


• Communicating with other engineers, clients, and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are kept up to date at all time.


• Attending and participating in regularly scheduled team meetings, development training, and other meetings as needed.


• Installing Printers & L1 troubleshooting of Printers.

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


• 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)


• 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 [e-mail] for investigation.