Desktop Support Technician

The Desktop Support Technician is responsible for providing comprehensive local and remote end-user support, including PC imaging, order fulfillment, issue troubleshooting, and documentation within the ServiceNow ticketing system. The role covers end-to-end interaction with users based on tickets and direct user engagements, facilitating timely issue resolution, collaborating with supervisors and managers for operational consistency, and delivering Break/Fix services for hardware and software challenges.

Responsibilities

1. End-user interaction and ticket management

o Serve as the first/second level contact for customer issues, providing end-to-end support from initial interaction through resolution.

o Provide support based on tickets and, where tickets are not yet raised, proactively assist users and create/raise interactions or tickets on their behalf.

o Maintain thorough, timely updates in ServiceNow (and related tools) for all incidents and requests, ensuring Service Level Agreement (SLA) metrics are achieved and tickets are properly closed.

1. Technical support and consulting

o Provide technical support and consulting services on IT-related matters, including laptops, desktops, mobile devices, peripherals, and desktop environments.

o Install, upgrade, and troubleshoot Windows 10 & 11, Microsoft Office 365, and other authorized applications.

o Possess basic knowledge of Mac & iOS operating systems to support Apple device users.

o Troubleshoot multiple computer and mobile platforms including Macintosh, Windows, Linux, Android, and iOS.

o Provide advanced support for multiple enterprise applications including e-mail, calendar scheduling, word processing, spreadsheets, presentations, internet browsers, as well as specialized department-specific applications.

1. Hardware, printers, and connected equipment

o Perform installation and support of PCs, laptops, printers, peripherals, and connected equipment in an IT enterprise environment.

o Provide basic support for network cabling, including patching, and troubleshoot L1 printer-related issues.

1. Network and smart hands support

o Utilize diagnostic tools to troubleshoot network connectivity and workstation hardware/software problems.

o Provide console access to remote teams for network-related issue troubleshooting.

o Collaborate with other IT teams to deliver smart hands support and project work in local data center facilities and communication rooms, including basic work on networks, servers, audio/visual, and smart meeting room devices.

o Perform physical rack and stack of network devices and servers in coordination with offsite network and hosting teams, in a smart hands capacity.

1. Inventory, assets, and lifecycle management

o Manage PC and accessory inventory to fulfill new, loan, and swap PC requests, ensuring effective inventory control for assigned site/sites.

o Be responsible for the accuracy of AMDB (asset management database) entries for all supported assets.

o Perform asset wipe and decommissioning activities in line with policy.

o Support and execute tech refresh cycles for end-user devices.

1. Collaboration and diagnostics

o Assist deskside teams with the application of basic diagnosis for incidents and requests, escalating issues as appropriate.

o Work effectively with other IT teams to support cross-functional projects and continuous improvement of support processes.

1. Work patterns and flexibility

o Provide off-hours and weekend emergency/project support on a rotation basis, including occasional evening and weekend shifts as required for smart hands and critical incident work.

o Adapt to a fast-paced, changing environment, demonstrating flexibility, teamwork, and strong internal customer service skills.

1. Communication and customer service

o Communicate effectively with customers and stakeholders regarding status and resolution of issues.

o Build strong relationships with internal customers and maintain a high standard of customer service.

1. General IT knowledge

o Maintain broad IT experience and awareness with a basic understanding of networks, servers, audio/visual systems, and smart meeting room devices to support cross-technology troubleshooting and smart hands activities.

Candidate Required Minimum Qualifications and Skills

• Bachelor’s Degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or equivalent certification.
• Minimum of 5 years of IT experience, ideally in desktop support or similar roles.
• Proficiency in ServiceNow, Windows 10 & 11, Microsoft Active Directory, MS Office 365, PC hardware installation and troubleshooting, and basic networking concepts.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to effectively multitask, prioritize tasks, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptability and flexibility in a fast-changing industry and work environment.
• Willingness to work off-hours and weekends for projects and emergency support on a monthly rotation basis.
• Capability to assist other IT teams with smart hands support/project work in local data center facilities and communication rooms.

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