Desktop Support Technician

• Adhere to defined SLAs and ensure timely resolution of incidents and service requests
• Follow and comply with ITIL processes and workflows
• Report to the Track Lead / Team Lead and provide regular updates
• Handle and resolve tickets by troubleshooting technical issues effectively
• Ensure all IT processes and standards are consistently followed
• Build, configure, and maintain shop floor/end-user systems, including installation of required software
• Set up and troubleshoot printers, fax machines, copiers, RF devices, and telephony equipment
• Diagnose and resolve network connectivity issues along with hardware/software problems
• Coordinate with IT vendors to ensure smooth site operations
• Proactively identify IT issues and escalate them to the appropriate stakeholders
• Manage vendor coordination for both IT and OT (Operational Technology) issues
• Communicate critical updates and issues clearly to stakeholders
• Take ownership of IT operations at the site level
• Execute and support IT projects and deliverables at the site
• Drive resolution of critical issues in collaboration with internal teams, minimizing downtime
• Enhance and maintain customer and end-user satisfaction
• Conduct asset inventory activities as required
• Create and maintain documentation, SOPs, and knowledge base articles
• Provide frontline IT support, including hardware and software troubleshooting

Do you have experience in macOS?, * Minimum 7 years of hands-on experience in Deskside / Onsite / Local IT Support roles

• Strong expertise in installing and troubleshooting Windows (10/11) and macOS
• Experience providing hands & feet support for network and data center infrastructure
• Strong knowledge of desktop support, including hardware, software, and basic networking
• Advanced hardware troubleshooting skills for desktops, laptops, printers, and handheld devices
• Good knowledge of mobile platforms (iOS & Android) and rugged devices
• Experience with OS imaging, SCCM deployments, Intune, and Autopilot
• Familiarity with Active Directory, SCCM, Intune, and JAMF
• Knowledge of RF scanners, industrial printers (e.g., Zebra)
• Exposure to Operational Technology (OT) environments such as PLCs and manufacturing systems
• Hands-on experience with data center hardware
• Basic knowledge of networking, storage, virtualization (VMs), and cloud technologies
• Experience with managed print services and enterprise printers
• Understanding of user provisioning in Active Directory, Exchange, and distribution lists
• Experience with remote support tools such as Bomgar, WebEx, and native Windows tools
• Ability to support mobile device setup and troubleshooting

Soft Skills:

• Strong customer service orientation
• Excellent verbal and written communication skills
• Good documentation and reporting skills
• Ability to handle pressure situations and unexpected issues
• High level of adaptability and professionalism

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Ability to support operations as per defined processes and SOW
• Flexibility to work in rotational shifts / 24×7 environments

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, * 401(k)

• 401(k) matching
• Health insurance
• Paid time off