Onsite Deskside IT Support Specialist (L1/L2)
TECEZE
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Job summary
HCL / Highmark is seeking an L1/L2 DSS Support Engineer to provide on-site technical support to end users in Erie, PA. The candidate will troubleshoot desktop, hardware, software, and network issues and ensure incidents are resolved within SLA.
The role requires 3+ years of deskside support, strong Windows 10/11 and Microsoft 365 experience, and proficiency with ITSM tools such as ServiceNow. Excellent communication and customer service skills are essential.
Qualifications
- 3+ years of Desktop/Deskside Support or IT Service Desk experience.
- Experience with Windows 10/11.
- Experience supporting Microsoft 365, Outlook, Teams, and Office.
- Active Directory knowledge.
- Troubleshooting PCs, laptops, printers, monitors and peripherals.
- Basic TCP/IP, DNS, DHCP, LAN, Wi‑Fi and VPN knowledge.
- ITSM/ticketing tool experience, preferably ServiceNow.
- Strong L1/L2 troubleshooting and problem-solving skills.
- Good communication and customer-service skills.
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
Tools
Job description
HCL / Highmark is seeking an L1/L2 DSS Support Engineer to provide on-site technical support to end users in Erie, PA. The candidate will troubleshoot desktop, hardware, software, and network issues and ensure incidents are resolved within SLA.
The role requires 3+ years of deskside support, strong Windows 10/11 and Microsoft 365 experience, and proficiency with ITSM tools such as ServiceNow. Excellent communication and customer service skills are essential.
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