Desktop Support Specialist

• 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.

• 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.

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Unlimited paid time off, 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., * 401(k)
• Health insurance
• Paid time off