Key Responsibilities
- Provide onsite deskside support for end users.
- Troubleshoot and resolve hardware, software, operating system, and application issues.
- Support and maintain Windows laptops/desktops and basic Mac devices.
- Perform IMAC activities (Install, Move, Add, and Change).
- Handle device deployments, refreshes, imaging, and software installations.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office.
- Troubleshoot printing, networking, VPN, and connectivity issues.
- Manage incidents and service requests through ServiceNow or similar ITSM tools.
- Coordinate hardware replacement and break-fix activities.
- Perform user onboarding and offboarding activities.
- Maintain asset inventory and update asset records.
- Provide remote assistance to users working from home or travelling.
- Follow IT processes, security standards, and documentation requirements.
- Create and maintain knowledge articles when required.
Required Skills
- 5 years of experience in IT Field Services, Desktop Support, or End User Support.
- Strong knowledge of Windows 10/11 operating systems.
- Basic to intermediate knowledge of MacOS troubleshooting and support.
- Experience with Microsoft 365 applications.
- Knowledge of Active Directory (user account management, password resets, group memberships).
- Experience with ServiceNow or other ticketing systems.
- Good understanding of hardware troubleshooting for laptops, desktops, monitors, docking stations, and peripherals.
- Strong customer service and communication skills.
- Ability to prioritize and manage multiple tickets simultaneously.
Preferred Skills
- Experience with Intune, SCCM, or JAMF.
- Knowledge of endpoint management and device deployment.
- Experience supporting conference room and collaboration technologies.
- ITIL Foundation certification.
- CompTIA A+ or equivalent certification.
Physical Requirements
- Ability to move, unpack, and install IT equipment such as laptops, desktops, monitors, and peripherals.
- Lifting and transportation of IT equipment as required for deployments and site support.
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 [email protected] for investigation.
Pay: $51,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: On the road
