Position Summary
The Desktop Service Support Specialist is tasked with providing technical assistance and support for desktop computers, hardware, software, and related technology within the organization. This role includes troubleshooting issues, configuring equipment, resolving software and connectivity problems, and ensuring a seamless experience for end users. The Desktop Service Support Specialist works closely with IT teams and other departments to maintain reliable and secure desktop environments, supporting productivity and business operations.
Key Responsibilities
· Respond promptly to support requests and diagnose hardware, software, and network issues on desktop and laptop computers.
· Install, configure, and update operating systems, applications, and security tools on end-user devices.
· Conduct equipment setup and deployment for new hires, relocations, and hardware replacements.
· Provide guidance and training to users on common desktop applications and best practices.
· Collaborate with IT teams to implement and maintain desktop images, software deployment, and patch management.
· Ensure compliance with organizational security policies, including antivirus and endpoint protection measures.
· Maintain records of support activities, inventory, and asset management for hardware and software resources.
· Assist in the evaluation and procurement of desktop hardware and software solutions.
· Stay informed about emerging technologies and industry trends to enhance desktop support delivery.
Required Qualifications
· Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
· Proven experience in desktop or technical support roles within a corporate or enterprise environment.
· Strong troubleshooting and problem-solving abilities for hardware, software, and network issues.
· Proficiency with Microsoft Windows, macOS, and Microsoft Office Suite; familiarity with common enterprise applications.
· Experience with remote support tools and ticketing systems.
· Excellent communication and customer service skills.
· Ability to work independently and collaboratively in a fast-paced setting.
· Understanding of IT security, data privacy, and asset management principles.
Preferred Skills
· Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials.
· Experience supporting mobile devices and virtual desktop environments (VDI).
· Familiarity with scripting or automation tools for support tasks.
· Ability to manage multiple priorities and provide support under pressure.
· Proven aptitude for continuous learning and adapting to new technologies.
Working Conditions
The Desktop Service Support Specialist typically operates in an office environment but may be required to support remote or hybrid users. Occasional travel between sites or after-hours work may be necessary to resolve incidents or complete projects. The role involves frequent interaction with users at all organizational levels.
Compensation and Benefits
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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
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