Onsite Desktop Support Engineer (L1/L2) – Erie, PA

TECEZE; Grove City (Mercer County); On-site; USD 52,000 - 76,000; Full time

Job summary

HCL / Highmark is seeking an L1 & L2 DSS Support Engineer to provide on-site technical support to end users in Erie, PA. You will troubleshoot desktops, peripherals, software, and connectivity, ensuring incidents are resolved within SLA.

Ideal candidates have 3+ years in deskside support, strong Windows 10/11 experience, and familiarity with Microsoft 365, AD, and ITSM tooling like ServiceNow.

Qualifications

• 3+ years of experience in 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.

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

Windows 10/11 support

Microsoft 365 support

Active Directory

Onsite deskside support

ITSM / ServiceNow

Printers & peripherals

Networking basics (TCP/IP, DNS, DHCP,

Communication skills

Tools

ServiceNow

Job description

HCL / Highmark is seeking an L1 & L2 DSS Support Engineer to provide on-site technical support to end users in Erie, PA. You will troubleshoot desktops, peripherals, software, and connectivity, ensuring incidents are resolved within SLA.

Ideal candidates have 3+ years in deskside support, strong Windows 10/11 experience, and familiarity with Microsoft 365, AD, and ITSM tooling like ServiceNow.