Desktop Support Specialist

HCL Technologies Limited; San Diego (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Accidental death & dismemberment

Disability insurance

401(k) retirement plan

10 days of PTO per year

10 paid holidays per year

Employee assistance program

Job summary

HCL Technologies Limited is seeking a/Desktop Support Engineer to provide on-site and field-based technical support in San Diego, CA. The role focuses on resolving hardware and software incidents, installing new hardware, and performing PC refreshes and moves for employees.

The candidate will document requests in SNOW ITSM, support Windows 10/11 environments, and assist with VIP client issues while maintaining professionalism and timely communication with teams and clients.

Qualifications

• Proven work experience as Desktop Support Engineer or Field Services Technical Support Engineer.
• Resolve incidents and upgrade software/hardware; install new hardware for customers (monitors, docking stations, keyboards).
• Proven ability to install/configure IT equipment, perform PC refresh, deploy new hire installs, moves, retirement; wipe drives before disposal.
• Addressing users tickets regarding hardware, software and networking.
• Record, update and document requests using the SNOW ITSM tool.
• Hands-on experience with Windows 10/11 operating systems.
• Provide technical assistance for desktop support, mobile device management and VIP support.

Responsibilities

• Resolve incidents and upgrade software/hardware for customers.
• Install and configure new IT equipment and perform PC refresh/onsite deployments.
• Wipe drives before disposal and retire devices according to policy.
• Record, track and update service requests in SNOW ITSM.
• Support printers and L1 printer troubleshooting.
• Escalate issues when needed and communicate status to stakeholders.

Skills

Desktop support

Field services

Incident resolution

Hardware installation

PC refresh

Windows 10/11

Office 365 / Teams

VIP support

Documentation

Tools

SNOW ITSM

Job description

• Proven work experience as a Desktop Support Engineer or Field services Technical Support Engineer
• To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers, such as new monitors, docking stations, or keyboards. May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 10/11) and across a range of software applications on the client machine (Office 365 applications and Teams, etc.).
• Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement. Wipe drives with proper tool before disposal.
• Addressing users tickets regarding hardware, software and networking
• Stock room and inventory management
• Direct unresolved issues to the next level of support
• Help create technical documentation and manuals
• Hands-on experience with Windows 10, 11 operating systems
• Provide technical assistance and support for incoming queries and issues related to desktop support, mobile device management and VIP support.
• Must accurately record, update and document requests using the SNOW ITSM tool
• Professionalism when resolving service delivery and client issues in a timely manner
• Determine the best solution based on the issue and details provided by customers
• Identifying and escalating business and technical challenges as appropriate and in a timely manner
• Communicating with other engineers, clients, and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are kept up to date at all time.
• Attending and participating in regularly scheduled team meetings, development training, and other meetings as needed.
• Installing Printers & L1 troubleshooting of Printers.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

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.