Onsite Desktop Support Engineer (L1/L2) - Windows & ITSM

TECEZE; Jefferson Hills (Allegheny County); On-site; USD 55,000 - 75,000; Full time

Job summary

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

The role requires 3+ years in deskin/desk-side support, strong Windows 10/11 skills, and experience with Microsoft 365 apps. On-site work and independent problem resolution are essential.

Qualifications

• 3+ years of Desktop/Deskside Support or IT Service Desk experience.
• Hands-on experience with Windows 10/11.
• Experience supporting Microsoft 365, Outlook, Teams, and Office apps.
• Working knowledge of Active Directory.
• Troubleshooting PCs, laptops, printers, monitors, and peripherals.
• Basic TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN knowledge.
• ITSM/ticketing tool experience, preferably ServiceNow.
• Strong L1/L2 troubleshooting and problem-solving skills.
• Good communication and customer-service skills.
• Onsite in Erie, PA 100% onsite requirement.
• Ability to work independently and escalate to L3 when needed.

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

Outlook

Teams

Office apps

Active Directory

PCs/Laptops/Printers

Networking basics

ITSM / ServiceNow

L1/L2 troubleshooting

Customer service

Tools

ServiceNow

Job description

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

The role requires 3+ years in deskin/desk-side support, strong Windows 10/11 skills, and experience with Microsoft 365 apps. On-site work and independent problem resolution are essential.