Desktop Support Engineer

HCLTech; Atlanta (GA); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech in Atlanta, GA is seeking a deskside/on-site IT support specialist to deliver end-user support, hardware setup, and troubleshooting across Windows and macOS environments.

Responsibilities include adhering to SLAs, managing tickets via ServiceNow/Remedy, and configuring PCs, printers, and network devices. Strong communication and hands-on Datacenter support are essential.

Qualifications

• Hands-on IT support experience at deskside/onsite level.
• Strong OS knowledge incl. Windows and macOS, plus Office apps.
• Experience with network/datacenter devices and troubleshooting.
• Familiarity with ITIL processes and SLA adherence.

Responsibilities

• Adhere to SLAs and ITIL processes.
• Handle tickets and troubleshoot reported problems.
• Build and configure PCs, load software, and setup apps like Outlook, Wi-Fi, VPN.
• Setup and troubleshoot printers, phones, and conferencing equipment.
• Troubleshoot network connectivity and diagnose hardware/software issues.
• Provide frontline user support at the Genius Bar-like setting as needed.
• Maintain asset inventory and create process documentation.

Skills

Deskside support

Windows/macOS

Network & Datacenter equipment

MS Office support

Active Directory management

Remote desktop tools

Excellent communication

MDM support

Education

CCNA Certified

A+ Certified

MCSE

Datacenter experience

Tools

SCCM

Ivanti deployments

ServiceNow

Remedy

SMS

Bomgar

WebEx

Job description

Certification requirements

• CCNA Certified
• A+ Certified
• MCSE

2-3 years of Datacenter experience

Responsibilities

• Adhering to SLAs
• ITIL Processes awareness and adhering to
• Reporting to the Track Lead / Team Lead
• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
• Troubleshooting technical issues
• Ensuring that the processes are adhered to
• Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi‑Fi, VPN and Backup, Vulnerability Management
• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Performs repairs on computers, laptops, printers, Mobile device Management and any other authorized peripheral equipment
• Improves and maintains customer and employee satisfaction
• Performing asset inventory activities as needed
• Create documentation for process and procedures
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
• Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Technical Requirements

Required Skills / Qualifications:

• Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation(Windows/MAC) and troubleshooting skills
• Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices
• Strong experience in troubleshooting MS office (Outlook, Word, Excel, Powerpoint etc)
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
• Good knowledge of MAC OS, IPAD and Android devices
• Knowledge in windows Image build process and SCCM, Ivanti deployments.
• Basic understanding of Audio/Video equipment and conference room setup
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations
• Troubleshoot and assist end users with mobile device setup, activations and performance issues.
• Handheld –Android & IOS support knowledge (MDM)
• Strong written and verbal communication skills

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL’s value and its methodology

Other Skills / Experience

• Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills
• Must Have experience in Providing smart hands support for Network and Datacenter Equipment

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.

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.