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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Specialist - **Company:** HCL Technologies - **Location:** Baltimore, MD, United States - **Salary:** $54,000.0 - $88,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Configuration Management Databases, Data Centers, Ethernet, Networking Hardware, Microsoft Office, Backup and Restore, Office365, Tablet Computers, Information Technology, Servicenow - **Published:** June 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d91ad359f5eba5d1 ## About the Role Do you have a valid Driver's License license?, Do you have experience in Peripheral hardware support?, Do you have a Bachelor's degree?, * BS/BA in Information Technology, or an equivalent combination of education or experience * 3+ Years of experience in PC Hardware and Software configuration support * 1+ Years experience in Retails Field Support Operations Hardware Support * Troubleshooting experience with various PCs, Network Devices and Retail Stores equipment/devices located in Retail Stores, Offices, Distribution Centers and Data Centers * Ability to install , troubleshoot and assist team members for wide range of Devices applications in Retail Store environment * Excellent customer service orientation and verbal communication skills * Analytical thinking and Problem Solving ability * Any Retail Store Experience is and added Preferred advantage Certifications * A+ Hardware (must) * CCNA (preferred) * Microsoft Certification such as MCP, MCSE, MCTS, etc. (any one) * Tools * ServiceNow * MS Office O365 * Various Retails Application and Tools * Windows OS * iPad, Tablets, Smart Phone * Willing to travel to various customer stores/location to meet ticket requirement * Valid Driving License with Good Driving History (No 'DUI' Record) * Experience with various Retails equipment, Devices, and diverse technical environments * Excellent customer service orientation and verbal communication skills * Experience supporting retail Devices (POS systems, receipt printers, scales, SCO lanes, etc.) * Ability to install and troubleshoot a wide range of Devices applications * Analytical thinking and problem solving ability ## Description * Fully responsible for the Safety and Maintenance of HCLTech issued VAN in adhering to HCLTech' s policy and process * Fully responsible for the safety of End Customer ("") IT Devices assigned to you to support users/stores * Load End customer ("") approved IT Devices in your HCLTech issued VAN and keep them safe * Park HCLTech issued VAN in your Home in adhering to Local County/State Government rules and Guidelines * Drive HCLTech provided VAN to work and keep it safe along with * Constantly report to your Manager about the Vehicle Condition and get it repaired at designated locations directed by HCLTech * Install, configure, and maintain Devices at stores and other sites * Perform onsite Device maintenance, updates, or configuration changes * Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose) * Provide technical support and setup during special events such as grocery store openings * Provide onsite technical assistance for Devices in adherence to HCLTech agreed Service Levels (SLAs) to * Perform grand opening standby support * Perform security sweeps, including validating the following items are compliant, and remediating as needed: * All EFT PinPads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices. * All EFT PinPads have privacy shields. If devices are missing please notify store manager to place order via Bunzl. * All Ethernet Ports in common areas are secured with port blockers; Common areas include customer facing areas and open associate areas such as Deli, Produce, Bakery, Meat, etc. * All Customer Facing PC USB Ports are secured with port blockers. * All Open/Unlocked Kiosks are secured with port blockers. * Validate that the EFT lock key is in the lock and secured to lanyard * Travel to Brand Sites/sites to restore functionality of failed Device including below, but not limited to, the following: * Troubleshooting to repair or replace * Exchange * Reconfigure * Ship parts to and from the Location * Perform remedial Support activities for Devices, when required. Such remedial Support activities include: * Return the defective Device as to Normal Operations according to OEM standards or per instructions * Perform remote diagnostics with the Supported User * Provide all necessary labor to repair or Restore Device to Normal Operations * Provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for Devices * Conduct Parts & Sparing validation, including end-user profile updates, Device Parts & Sparing Tag check, model and serial number check, Location, etc. * Advise the Supported User, before a Device Maintenance request is complete, of the status of work being performed and provide future avoidance or Maintenance tips to prevent additional Problems * Provide service personnel who are fully trained in direct Support of their product on the Devices they Support * Update the CMDB and AMS with the correct Device, logistics, and warranty information * Report to all deviations from the Device Management System and from Policies that are discovered during Incidents via a jointly developed communications process * Report to any non-standard hardware or Software discovered * Conduct ongoing analysis of Device Maintenance and call history to track service trends * Conduct monthly Device performance reviews and trend analysis * Manage and act as single point of contact for Service Provider Agents, Device warranty providers, and other Third Party Providers identified by * Provide advanced notification to management of required OEM Device Upgrades or replacements * Provide shared users orientation on prevention of same Problem, when applicable * Validate Device Management fields including end-user profile updates, Device Tag, make, model, serial number, Location, etc., and update if necessary * Report to all deviations from the CMDB and AMS and from Policies that are discovered during the on- Location Support * Cabling Standards - Perform cabling and inside wiring work in adherence to 's cabling standards, that shall be provided to you by /HCLTech from time to time * Break-Fix Maintenance Field Service Responsibilities. In the event that your are notified of a fault, you shall: * Provide in person, on-site support for completion of a repair * Follow protocol for entering the applicable site for support, which may include providing credentials including Incident number and authorizations * Repair/replace faulty Devices * Replace Devices (or parts thereof) with the same Devices configuration as the part or piece of Devices that is to be replaced * Replace defective parts according to the applicable OEM's recommendations * Reload or update the appropriate Devices software such as Operating System (OS) and configurations as necessary to make Devices available for remote configuration * Label any device according to requirements regarding information to be captured on the label * Affix an Device tag to the replaced Devices when provided to Service Provider's engineer by * Support documentation and documented repair closure activities as defined in the Process and Procedures Manual * After completing the repair/replacement and testing, remove any refuse such as boxes and wires and leave the communications room or work area as he/she found it. Als, you shall put the refuse in an designated site. * After the completion of the repair/replacement and testing, you shall complete the return merchandise authorization ("RMA") process, including returning the defective item of Devices to the OEM or other vendor as applicable. * On-call Support & Overtime support * Provide on-call support as per HCLTech Leaders in adhering to HCLTech Policy and Procedures * Perform Overtime support only with Preapproval by your Manager * Record and Report your Overtime and On-call support details to your Manager accurately * Team Coordination and Collaboration as Backup Technician * Act as a backup technician to other Tech I/Tech II in your area/region and follow the direction of HCLTech Leader * Refer the below attached documents to understand HCLTech' s deliverables and SLAs for Field Support Services, you are responsible to deliver them under the supervision of one of more HCLTech Leader * Perform any additional tasks assigned by HclTech/ Leader ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [The Gashlycrumb Tinies of AI Networking You Must Know (or Languish!)](https://www.wearedevelopers.com/videos/2067-the-gashlycrumb-tinies-of-ai-networking-you-must-know-or-languish) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Building a hypercar from scratch](https://www.wearedevelopers.com/videos/607-building-a-hypercar-from-scratch) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)