Desktop Support Specialist

HCLTech; West Palm Beach (FL); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) retirement plan

Paid time off

10 paid holidays per year

Employee assistance program

Job summary

HCL Technologies is seeking a Technical Support Engineer to provide day-to-day desktop support for end users in West Palm Beach, FL. You will diagnose, troubleshoot, and resolve issues on Windows laptops and desktops, including OS deployment and hardware problems, while maintaining proactive ownership of tickets.

You will work with the local team to manage onboarding and departures, use ServiceNow for ticketing, document knowledge, and escalate complex issues to security, network, or systems

Qualifications

• Proven work experience as a Technical Support Engineer or Desktop Support Engineer.
• Experience with Windows/Mac OS environments and Office 365.
• Ability to diagnose and troubleshoot technical issues and provide clear guidance.

Responsibilities

• Provide day-to-day desktop support to end users.
• Research, diagnose, troubleshoot and resolve system issues on laptops/desktops.
• Maintain stock levels of equipment and inventories.
• Manage onboarding and departures with local team; use ServiceNow for tickets.
• Escalate unresolved issues to appropriate internal teams; document solutions.

Skills

Technical Support

Desktop Support

Windows OS

Active Directory

Networking basics

SCCM/Intune

Office 365

Printer support

Audio/Video conferencing

Ticketing (SNOW)

Education

Information Technology / Computer Science degree

A+ certification

Microsoft certification or equivalent

Tools

WDS/MDT/SCCM/AutoPilot

HP OpenView

SNOW ticketing system

Intune / Azure AD

Job description

Provide day to day desktop support to the End Users. Researching, diagnosing, trouble shooting and identifying solutions to resolve system issues on Laptop and Desktops on both OS & Hardware.

Maintaining stock levels of equipment and inventories

Building and deploying end user hardware; from tablets and phones through to laptops and desktops.

Working closely with wider team and Site Lead to manage starters and leavers in local sites.

Taking a proactive ownership of Tickets and Tasks assigned using ServiceNow.

Asking customers targeted questions to quickly understand the root cause of the problem.

Track computer system issues through to resolution, within agreed SLAs.

Providing support to Associates through a series of actions, email or chat, until they’ve solved a technical issue.

Properly escalate unresolved issues in a timely manner to appropriate internal teams (e.g. security/network/systems teams)

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Document technical knowledge in the form of notes and manuals

Maintain jovial relationships within the team and customers

Technical Skills:

Good knowledge of Windows client OS’ including, Windows 8 & 10.

Knowledge of Windows Imaging/OS deployment using tools like WDS/MDT/SCCM/AutoPilot.

Knowledge of Azure, especially intune and AAD.

Experience of data center management, including tape back up management.

Hands‑on experience on Hardware Troubleshooting skills and log the call with Vendor for hardware replacement.

Knowledge on SCCM, Encryption software, VPN applications

Good knowledge on system troubleshooting and application troubleshooting (Event log check, disk space checks and error/failure logs etc).

Good knowledge of Active Directory (DHCP, DNS and OU/GPO).

Good Knowledge of Macintosh platform and application installation.

Good knowledge on Microsoft Office Products (Office-365/Office 2013).

Good knowledge of Network concepts (VLANs, VPN, LAN, WAN & Wi-Fi)

Basic skills on Printer support.

Conference Room Audio & Video support.

Good interpersonal skills.

Worked on ticketing tool eg SNOW, HP OpenView.

Requirements

Proven work experience as a Technical Support Engineer or Desktop Support Engineer

Proven experience with Windows/Mac OS environments.

Good understanding of computer systems, mobile devices and other tech products.

Ability to diagnose and troubleshoot technical issues.

Excellent problem-solving and communication skills.

Ability to provide step‑by‑step technical help, both written and verbal to non‑technical staff

Graduate in Information Technology, Computer Science or relevant field

Additional certification in Microsoft or similar technologies is a plus

A+ or similar certification

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.