> Markdown version of [/jobs/ext/959121-desktop-support-specialist](https://www.wearedevelopers.com/jobs/ext/959121-desktop-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Specialist - **Company:** HCL Technologies - **Location:** Wytheville, VA, United States - **Salary:** $51,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Configuration Management Databases, Ethernet, Backup and Restore - **Published:** June 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c4ba12bcc51bec98 ## About the Role Do you have experience in macOS? ## 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 ("CLIENT") IT Devices assigned to you to support CLIENT users/stores. * Load End customer ("CLIENT") 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 CLIENT 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 CLIENT * 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 CLIENT 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 CLIENT 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 CLIENT 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 CLIENT all deviations from the Device Management System and from CLIENT Policies that are discovered during Incidents via a jointly developed communications process * Report to CLIENT 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 CLIENT * Provide advanced notification to CLIENT 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 CLIENT all deviations from the CMDB and AMS and from CLIENT Policies that are discovered during the on-CLIENT Location Support * Cabling Standards - Perform cabling and inside wiring work in adherence to CLIENT's cabling standards, that shall be provided to you by CLIENT/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 CLIENT 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 CLIENT 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 CLIENT * 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 CLIENT 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 ## Related Videos - [Chaos in Containers - Unleashing Resilience](https://www.wearedevelopers.com/videos/1065-chaos-in-containers-unleashing-resilience) - [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) - [Databases on Kubernetes: Why you should care](https://www.wearedevelopers.com/videos/74-databases-on-kubernetes-why-you-should-care) - [Database DevOps with Containers](https://www.wearedevelopers.com/videos/145-database-devops-with-containers) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Integrating backups into your GitOps Pipeline](https://www.wearedevelopers.com/videos/757-integrating-backups-into-your-gitops-pipeline) ## Related Articles - [Finder Tips and Tricks: Upgrade Your Workflow on macOS](https://www.wearedevelopers.com/magazine/541-finder-tips-and-tricks-upgrade-your-workflow-on-macos) - [Dev Digest 220: Cursor Camp, TanStack hack, and Enterprise Agents](https://www.wearedevelopers.com/magazine/734-dev-digest-220-cursor-camp-tanstack-hack-and-enterprise-agents) - [Dev Digest 162: AI careers, MCP, AWS best practices & floppy sweaters](https://www.wearedevelopers.com/magazine/571-dev-digest-162-ai-careers-mcp-aws-best-practices-floppy-sweaters) - [Dev Digest 191: Malware interviews, EU ❤️ Open Source and Skilled Agents](https://www.wearedevelopers.com/magazine/645-dev-digest-191-malware-interviews-eu-open-source-and-skilled-agents) - [Dev Digest 212: WebMCP or MCP, What is DevRel, AI's 10% Productivity Boost, and a 49MB Web Page…](https://www.wearedevelopers.com/magazine/717-dev-digest-212-webmcp-or-mcp-what-is-devrel-ai-s-10-productivity-boost-and-a-49mb-web-page) - [15 Great VS Code Keyboard Shortcuts](https://www.wearedevelopers.com/magazine/200-15-great-vs-code-keyboard-shortcuts)