Desktop Support Engineer

TECEZE; Wexford (Allegheny County); On-site; USD 45,000 - 65,000; 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. The candidate will troubleshoot desktop, hardware, software, and network issues and ensure incidents are resolved within SLA.

The role requires 3+ years of deskside support, strong Windows 10/11 and Microsoft 365 experience, and proficiency with ITSM tools such as ServiceNow. Excellent communication and customer service skills are essential.

Qualifications

• 3+ years of Desktop/Deskside Support or IT Service Desk experience.
• Experience with Windows 10/11.
• Experience supporting Microsoft 365, Outlook, Teams, and Office.
• Active Directory knowledge.
• Troubleshooting PCs, laptops, printers, monitors and peripherals.
• Basic TCP/IP, DNS, DHCP, LAN, Wi‑Fi and VPN knowledge.
• ITSM/ticketing tool experience, preferably ServiceNow.
• Strong L1/L2 troubleshooting and problem-solving skills.
• Good communication and customer-service skills.

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

Microsoft 365

Active Directory

L1/L2 support

ITSM / ServiceNow

Onsite support

Desktop/Laptop/Printers

Network basics

Communication

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.