Desktop Support Engineer

TECEZE; Grove City (Mercer County); On-site; USD 52,000 - 76,000; Full time

Job summary

HCL / Highmark is seeking an L1 & L2 DSS Support Engineer to provide on-site technical support to end users in Erie, PA. You will troubleshoot desktops, peripherals, software, and connectivity, ensuring incidents are resolved within SLA.

Ideal candidates have 3+ years in deskside support, strong Windows 10/11 experience, and familiarity with Microsoft 365, AD, and ITSM tooling like ServiceNow.

Qualifications

• 3+ years of experience in Desktop/Deskside Support or IT Service Desk.
• Strong hands-on experience with Windows 10/11.
• Experience supporting Microsoft 365, Outlook, Teams, and Office applications.
• Working knowledge of Active Directory.
• Experience troubleshooting PCs, laptops, printers, monitors, and peripherals.

Responsibilities

• Provide L1/L2 onsite technical and deskside support.
• Troubleshoot hardware, software, application, and network issues.
• Install, configure, and replace desktops, laptops, and peripherals.
• Manage and update ITSM tickets.
• Support user onboarding, workstation setup, and device replacement.
• Document troubleshooting and resolutions.
• Escalate unresolved issues to L3 support teams.

Skills

Windows 10/11 support

Microsoft 365 support

Active Directory

Onsite deskside support

ITSM / ServiceNow

Printers & peripherals

Networking basics (TCP/IP, DNS, DHCP,

Communication skills

Tools

ServiceNow

Job description

HCL / Highmark is looking for an L1 & L2 DSS Support Engineer to provide onsite technical support to end users. The candidate will troubleshoot desktop, hardware, software, application, printer, and connectivity issues and ensure incidents are resolved within SLA.

Mandatory Requirements

• 3+ years of experience in Desktop/Deskside Support or IT Service Desk.
• Strong hands‑on experience with Windows 10/11.
• Experience supporting Microsoft 365, Outlook, Teams, and Office applications.
• Working knowledge of Active Directory.
• Experience troubleshooting PCs, laptops, printers, monitors, and peripherals.
• Basic knowledge of TCP/IP, DNS, DHCP, LAN, Wi‑Fi, and VPN.
• Experience with an ITSM/ticketing tool, preferably ServiceNow.
• Strong L1/L2 troubleshooting and problem‑solving skills.
• Good communication and customer‑service skills.
• Must be willing and able to work 100% onsite in Erie, PA.
• Ability to work independently and elevate issues to appropriate L3 teams.

Key Responsibilities

• Provide L1/L2 onsite technical and deskside support.
• Troubleshoot hardware, software, application, and network issues.
• Install, configure, and replace desktops, laptops, and peripherals.
• Manage and update ITSM tickets.
• Support user onboarding, workstation setup, and device replacement.
• Document troubleshooting and resolutions.
• Escalate unresolved issues to L3 support teams.