Desktop Support Technician

HCLTech; Mason (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

HCL Technologies Limited in Mason, Ohio seeks a versatile Senior IT Technician to support desktops, servers, networks, and manufacturing tools in a fast-paced industrial environment. This hands-on role requires you to rotate between end-user support, server tasks, printer repairs, SCIF PC support, and office buildouts.

You will own the PCaaS lifecycle, manage network operations, assist with facility moves, and partner with engineering and facilities teams to keep critical systems up-to-date.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent hands-on experience + certifications).
• 2-5 years of broad IT support in manufacturing/engineering environments.
• Hands-on in desktops, servers, networks, and shop-floor tools.
• Experience with end-user support, patching, storage, backups, and disaster recovery.

Responsibilities

• Own PCaaS lifecycle: deployment, new-hire setups, hardware refreshes, decommissioning.
• Provide day-to-day end-user support for desktops, laptops, printers, peripherals, and SCIF PCs.
• Manage printer support, peripherals stocking and installations.
• Support conference rooms, AV setups, and meeting/event tech needs.
• Assist with real estate moves, cabling, and closet setups.
• Troubleshoot manufacturing and engineering tools, terminals, peripherals.
• Perform basic storage, backup, and data protection tasks.
• Handle network operations: activation, VPN, Wi-Fi, LAN/WAN, switches.
• Participate in data closet and cable management.

Skills

IT support

Desktop imaging

Networking

Printers

Security tools

Data spill

SLA CSAT

Communication

Time management

Education

Bachelor's degree in IT/CS

Certifications (e.g., CompTIA A+/Linux+/Security+)

Tools

Ticketing systems

Cisco switches

Job description

We are looking for a versatile, hands-on Senior IT Technician who thrives in a "jack of all trades" environment. You will be one of the primary on-site resources responsible for keeping desktops, servers, networks, manufacturing tools, conference rooms, and everything in between running smoothly in a fast-paced industrial setting. This is not a narrow role - you will regularly move between end-user support, server support, network troubleshooting, printer repairs, SCIF PC support, data spill cleanup, and help with new office buildouts.

Key Responsibilities:

• Own the full PCaaS (PC as a Service) lifecycle: deployment, new-hire setups, hardware refreshes, and decommissioning
• Provide day-to-day end-user support (desktops, laptops, printers, peripherals, mobile devices, and unclassified PCs in SCIF environments)
• Manage printer support, peripherals ordering/stockpiling/installation, and electronic waste disposal
• Support conference rooms, meeting AV setups, and ad-hoc meeting/event technical needs
• Assist with real estate transactions, program buildouts, and facility moves (cabling, port activation, new closet setup)
• Troubleshoot and support manufacturing & engineering tools, shop-floor terminals, and related peripherals
• Perform patching, basic administration, storage management, and data protection tasks
• Handle network operations: port activation/troubleshooting, Wi-Fi coverage, LAN/WAN, VPN, WAP and switch installation/support
• Participate in data closet management, cable management, and physical infrastructure upkeep
• Support disaster recovery tasks, backup verification, and basic business continuity activities
• Manage SLA compliance, CSAT scores, ticket backlog, and major incident support
• Perform data spill remediation, system compliance checks, and support security applications
• Partner with business units, manufacturing teams, engineering groups, and external vendors as needed
• Take complete ownership of issues until full resolution has been achieved

Qualifications and Skills:

Education:

• Bachelor's degree in IT, Computer Science, or related field (or equivalent hands-on experience + certifications, e.g., CompTIA A+, Linux+, Security+, or equivalent).

Experience:

• 2-5 years of broad IT support experience in a manufacturing, engineering, or similar industrial environment

Technical Skills:

• Desktop / laptop / imaging / PCaaS lifecycle
• Networking (switches, WAPs, VPN, Wi-Fi troubleshooting)
• Printers, peripherals, and shop-floor hardware
• Basic storage, backup, and disaster recovery concepts
• Security tools, data spill remediation, and compliance requirements
• Ticketing systems, SLA/CSAT tracking, and backlog management

Soft Skills:

• Strong customer service mindset and ability to explain technical issues to non-technical users
• Excellent prioritization and multitasking in a high-pressure production environment
• Resourceful "figure it out" attitude - you enjoy variety and learning new systems quickly
• Team player who can mentor others and elevate intelligently as needed

Other Requirements:

• Valid driver's license and reliable transportation
• Ability to lift up to 50 lbs, work in manufacturing areas, climb ladders, and crawl under desks
• Willingness to participate in on-call rotation and occasional after-hours/weekend work
• Must pass background check and drug screening