Information Technology Support Specialist

HCLTech; Lafayette (IN); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Employee assistance program

Disability insurance

Job summary

HCL Technologies Limited is seeking a Desktop Support Engineer to handle incident resolution, hardware installation and software upgrades for clients in Lafayette, IN. You will diagnose issues across Windows 10/11, Office 365 apps, and Teams, and document requests via SNOW ITSM.

You will perform PC refreshes, moves, retirements, and coordinate with engineers and managers. The role emphasizes professional communication, timely service delivery, and collaboration in regular team meetings, with

Qualifications

• Proven work experience as a Desktop Support Engineer or Field services Technical Support Engineer.
• Hands-on experience with Windows 10/11 operating systems.
• Provide technical assistance and support for desktop, mobile management and VIP users.
• Accurately record, update and document requests using SNOW ITSM.

Responsibilities

• Resolve incidents and upgrade software/hardware.
• Install new hardware for customers (monitors, docking stations, keyboards).
• Diagnose and resolve software/hardware incidents (Windows, Office 365, Teams).
• Perform PC refreshes and user hardware deployments (new hires, moves, retirements).
• Escalate issues to next level and create technical documentation.

Skills

Windows 10/11

Printer setup

Hardware installation

VIP support

Remote support

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.