Information Technology Support Specialist

HCL Technologies Limited; Victoria (TX); On-site; USD 48,000 - 68,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan

PTO 10 days per year

10 paid holidays per year

Job summary

HCL Technologies Limited is seeking a Desktop Support Engineer to resolve incidents, install and configure hardware, and manage PC refreshes for clients. The role covers Windows 10/11 environments, Office 365 apps, and VIP user support, with attention to documenting processes and using the SNOW ITSM tool for ticketing.

The candidate will handle printer setup, inventory management, and basic network-related tickets, while escalating complex issues to the next level when needed.

Qualifications

• Proven work experience as a Desktop Support Engineer or Field services Technical Support Engineer.
• Experience resolving incidents and upgrading both software and hardware.
• Ability to install/configure IT equipment and perform PC refreshes and moves.

Responsibilities

• Resolve incidents via help desk and field support.
• Install hardware and peripherals (monitors, docking stations, keyboards).
• Troubleshoot software/hardware incidents including Windows 10/11 and Office 365 apps.

Skills

Desktop support

Windows 10/11

Office 365

VIP support

ServiceNow (ITSM)

Hardware installation

Printer support

Documentation

Inventory management

Tools

ServiceNow 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.