Onsite Desk Support Engineer – Windows & Office Pro

TECEZE; Natrona Heights (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

HCL / Highmark is seeking an L1/L2 DSS Support Engineer to provide onsite end-user support in Erie, PA. You will troubleshoot desktops, hardware, software, printers, and network connectivity while ensuring SLA adherence.

The role requires 3+ years in deskside support, solid Windows 10/11 and MS 365 experience, and on-site availability in Erie, PA. Excellent communication and customer service skills are essential.

Qualifications

• 3+ years of desktop/deskside support or IT service desk.
• Strong hands-on experience with Windows 10/11.
• Experience supporting Microsoft 365, Outlook, Teams, and Office applications.
• Working knowledge of Active Directory.
• Experience troubleshooting PCs, laptops, printers, monitors, and peripherals.
• Basic knowledge of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
• Experience with an ITSM/ticketing tool, preferably ServiceNow.
• Strong L1/L2 troubleshooting and problem-solving skills.
• Good communication and customer-service skills.
• Must be willing and able to work 100% onsite in Erie, PA.

Responsibilities

• Provide L1/L2 onsite technical and deskside support.
• Troubleshoot hardware, software, application, and network issues.
• Install, configure, and replace desktops, laptops, and peripherals.
• Manage and update ITSM tickets.
• Support user onboarding, workstation setup, and device replacement.
• Document troubleshooting and resolutions.
• Escalate unresolved issues to L3 support teams.

Skills

Desktop support

Windows 10/11

Microsoft 365

Active Directory

PC hardware

Networking basics

ServiceNow

Customer service

Onsite work

Troubleshooting

Tools

ServiceNow

Job description

HCL / Highmark is seeking an L1/L2 DSS Support Engineer to provide onsite end-user support in Erie, PA. You will troubleshoot desktops, hardware, software, printers, and network connectivity while ensuring SLA adherence.

The role requires 3+ years in deskside support, solid Windows 10/11 and MS 365 experience, and on-site availability in Erie, PA. Excellent communication and customer service skills are essential.