Desktop Support Technician

HCLTech; Houston (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech in Houston seeks a Local IT Support Engineer to deliver on-site and remote end-user tech support, covering desktop, peripheral, and mobile device issues. You will manage endpoints using SCCM or Intune, support M365 apps, and assist with AD/Entra ID and security policy maintenance.

Responsibilities include imaging, software deployments, and ensuring service levels. A proactive, customer-focused approach with strong ITIL process knowledge is expected.

Qualifications

• Strong experience with Windows OS and desktop troubleshooting.
• Hands-on with SCCM and Microsoft Intune.
• Know­ledge of Active Directory, Entra ID, and M365 apps.
• Basic networking concepts (IP, DNS, DHCP, VPN).
• Familiarity with ITIL processes and SLA-driven support environments.

Responsibilities

• Provide on-site and remote support for desktops, laptops, peripherals, and mobile devices.
• Troubleshoot Windows OS, hardware, drivers, and performance issues.
• Assist with user onboarding/offboarding and workstation provisioning.
• Manage endpoints using SCCM and/or Microsoft Intune.
• Perform software deployments, patching, and compliance remediation.
• Support device imaging, re-imaging, and Windows upgrades.
• Monitor endpoint health and perform corrective actions.
• Log, update, and resolve incidents within SLA.
• Maintain ticket documentation and adherence to SOP/SOW.

Skills

Windows OS

SCCM

Intune

Active Directory

Entra ID

M365

Networking basics

ITIL

Communication skills

Tools

SCCM

Microsoft Intune

Job description

The Local IT (Client Tech) Support Engineer is responsible for providing on‑site and remote end‑user technology support to ensure seamless business operations. The role focuses on desktop support, endpoint management, application troubleshooting, and coordination with central IT teams, while delivering a high‑quality user experience aligned with service levels and operational standards.

Key Responsibilities

• Provide on‑site and remote support for desktops, laptops, peripherals, and mobile devices.
• Troubleshoot Windows OS (Windows 10/11), hardware, drivers, and system performance issues.
• Support user onboarding, offboarding, and workstation provisioning.
• Manage endpoints using tools such as SCCM / Microsoft Intune.
• Perform software deployments, patching, and compliance remediation.
• Support device imaging, re‑imaging, and Windows upgrades.
• Monitor endpoint health and perform corrective actions.

Applications & Collaboration Support

• Support M365 applications including Outlook, Teams, OneDrive, SharePoint, and business applications.
• Troubleshoot application access, performance, and installation issues.
• Assist with application updates and version compatibility.

Identity, Access & Security

• Manage user accounts and access using Active Directory and Entra ID (Azure AD).
• Handle password resets, account unlocks, group membership changes, and MFA support.
• Support endpoint security, antivirus, BitLocker, and compliance policies.

Networking & Connectivity

• Troubleshoot LAN/Wi‑Fi, VPN, printer, and basic network connectivity issues.
• Coordinate with network teams for cabling, switch port, or advanced network issues.

ITSM & Process Adherence

• Log, update, and resolve incidents and service requests within SLA.
• Maintain clear ticket documentation, chronology, and resolution notes.
• Adhere to SOP, SOW, change management, and security policies.
• Support audits, asset management, and compliance checks.
• Work closely with Service Desk, Client Tech, Infrastructure, and Security teams.
• Proactively identify recurring issues and suggest process or automation improvements.
• Participate in knowledge sharing and continuous upskilling.

Required Skills & Qualifications

• Strong experience in Windows OS, desktop troubleshooting, and hardware support.
• Hands‑on experience with SCCM and/or Microsoft Intune.
• Knowledge of Active Directory, Entra ID, and M365 applications.
• Basic understanding of networking concepts (IP, DNS, DHCP, VPN).
• Familiarity with ITIL processes and SLA‑driven support environments.
• Good communication skills and customer‑focused approach.

Preferred Skills

• Exposure to Azure Virtual Desktop (AVD) or virtual environments.
• Experience supporting enterprise applications and security tools.
• Ability to work independently in an on‑site support role.

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.

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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.