Desktop Support Engineer

TECEZE; Jefferson Hills (Allegheny County); On-site; USD 55,000 - 75,000; Full time

Job summary

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

The role requires 3+ years in deskin/desk-side support, strong Windows 10/11 skills, and experience with Microsoft 365 apps. On-site work and independent problem resolution are essential.

Qualifications

• 3+ years of Desktop/Deskside Support or IT Service Desk experience.
• Hands-on experience with Windows 10/11.
• Experience supporting Microsoft 365, Outlook, Teams, and Office apps.
• Working knowledge of Active Directory.
• Troubleshooting PCs, laptops, printers, monitors, and peripherals.
• Basic TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN knowledge.
• ITSM/ticketing tool experience, preferably ServiceNow.
• Strong L1/L2 troubleshooting and problem-solving skills.
• Good communication and customer-service skills.
• Onsite in Erie, PA 100% onsite requirement.
• Ability to work independently and escalate to L3 when needed.

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

Desktop support

Windows 10/11

Microsoft 365

Outlook

Teams

Office apps

Active Directory

PCs/Laptops/Printers

Networking basics

ITSM / ServiceNow

L1/L2 troubleshooting

Customer service

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 escalation 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.