Desktop Support Engineer

TECEZE; Monroeville (Allegheny County); On-site; USD 42,000 - 62,000; Full time

Job summary

HCL / Highmark is seeking an L1 & L2 DSS Support Engineer to provide onsite technical support to end users in Erie, PA. You will troubleshoot desktop, hardware, software, printers, and connectivity issues to resolve incidents within SLA.

Responsibilities include onsite deskside support, device setup, ticket management in ITSM (ServiceNow), and escalating complex problems to L3 teams when needed.

Qualifications

• 3+ years of experience in Desktop/Deskside Support or IT Service Desk.
• Strong hands-on experience with Windows 10/11.
• Experience with Microsoft 365, Outlook, Teams, and Office apps.
• Working knowledge of Active Directory.
• Onsite only: must be willing to work 100% onsite in Erie, PA.

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.
• Escalate unresolved issues to L3 support teams.

Skills

Windows 10/11

Microsoft 365

Active Directory

ITSM / ticketing (ServiceNow)

Deskside support

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 escalate 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.