Desktop Support Technician

The Desktop Support Engineer (Band 2) is responsible for delivering day-to-day onsite deskside support services at the New York client site. The role focuses on providing a high-quality colleague experience through TechBar support (walk-in and appointment-based), incident and request fulfilment (IMACD), hardware break-fix, and device lifecycle activities, including support for Windows, MacOS, and mobile (iOS) devices. The engineer operates within a structured onsite support model, working under the direction of the DSS Team Leader, and collaborates with Service Desk, resolver groups, and vendors to ensure timely resolution of issues and adherence to service levels.

Reporting Line

Reports to the Onsite DSS Team Leader and works in alignment with Regional / Service Delivery leadership.

Key Responsibilities

1) Onsite Deskside & TechBar Support

• Deliver face-to-face IT support through TechBar (walk-in and appointment) and floor support.

• Provide support for Windows, MacOS, and iOS devices.

• Troubleshoot, configure, and guide users on IT services.

2) Incident & Request Fulfilment (IMACD)

• Execute IMACD activities (Install, Move, Add, Change, Delete).

• Maintain accurate ticket updates and documentation.

3) Hardware & Device Break-Fix

• Diagnose and resolve hardware and software issues across devices.

• Coordinate with OEM vendors for repairs.

4) Device Lifecycle Support

• Support device refresh, build, staging, and deployments.

• Assist provisioning of laptops, MacBooks, and mobile devices.

5) Ticket Queue & SLA Adherence

• Ensure timely resolution and SLA compliance.

6) Hardware Asset Management Support

• Maintain accurate asset tracking and inventory management.

7) Stakeholder & User Engagement

• Provide professional communication and user guidance.

8) Compliance & Process Adherence

• Follow SOPs and ensure compliance with security and audit requirements.

1-3 years experience in deskside / IT support roles.

• Hands-on experience with Windows, MacOS, and iOS devices.

• Experience with hardware troubleshooting and ticketing systems.

Preferred Qualifications

• TechBar / walk-in support experience.

• Familiarity with asset management and MDM tools (e.g., Intune, JAMF).

• ITIL Foundation certification.

Key Competencies

• Customer focus and service orientation.

• Strong troubleshooting skills.

• Multi-platform support capability (Windows, MacOS, iOS).

Performance Measures

• Productivity

• SLA adherence

• First-time fix rate

• User satisfaction scores

Onsite role requiring flexibility and the physical handling of IT equipment as needed.

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.

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