Desktop Support Speciliast

HCL Technologies Limited - Business Services is seeking a Desktop Support Specialist to handle on-site and field maintenance for HCLTech-issued assets across retail locations, with travel to customer sites and collaboration with service providers. This role is based in Waldorf, MD (onsite) and involves driving a company van to perform duties at multiple locations. A comprehensive benefits package accompanies the position.

Benefits

• 401(k)
• Health insurance
• Paid time off

Compensation

Salary: USD 54,000 - 88,000 per year

Location

Waldorf, MD (onsite). Travel to brand sites and customer locations; primary work on the road as required.

Responsibilities

• Ensure safety and upkeep for the HCLTech issued van in line with company policy.
• Safeguard and manage end-user IT devices assigned for store support.
• Load approved devices into the van and keep them secure.
• Park the van according to local regulations when at home and travel to sites as directed.
• Drive to work sites and maintain vehicle safety; report conditions to management for repairs at designated locations.
• Install, configure, and maintain devices at stores and other sites; perform on-site maintenance and configuration updates.
• Execute single and bulk IMACD tasks (Install, Move, Add, Change, Dispose).
• Provide technical support during special events such as grocery store openings.
• Offer onsite technical assistance for devices in line with agreed SLAs.
• Conduct security sweeps to ensure EFT PinPads, ports, and kiosks are secure; address issues and coordinate with store management as needed.
• Travel to brand sites to restore device functionality, including troubleshooting, exchanges, reconfigurations, and shipping parts as required.
• Perform remedial maintenance, remote diagnostics, and necessary repairs to restore devices; maintain backup and restore capabilities.
• Maintain device records in CMDB/AMS, including end-user profiles, parts, and warranty status; communicate maintenance progress and tips to users.
• Coordinate with service providers, warranty partners, and other third parties; provide advanced notice for OEM upgrades or replacements.
• Adhere to cabling standards and perform inside wiring tasks as directed by HCLTech guidelines.
• Provide on-call and overtime support as preapproved; document activities for management review.
• Serve as a backup technician for Tech I/II colleagues and follow guidance from leaders.
• Deliver assigned SLAs for field support under supervision and refer to the related deliverables and processes as needed.

Requirements

• BS/BA in Information Technology or an equivalent combination of education and experience.
• 3+ years of experience in PC hardware and software configuration support.
• 1+ year of experience in Retail Field Support Operations Hardware Support.
• Experience troubleshooting a range of PCs, network devices, and retail equipment across stores, offices, distribution centers, and data centers.
• Ability to install, troubleshoot, and assist team members with a broad set of device applications in a retail store environment.
• Strong customer service orientation with solid verbal communication skills.
• Analytical thinking and problem-solving abilities.
• Retail store experience is a preferred advantage.

Technologies

• ServiceNow
• MS Office O365
• Windows OS
• iPad, Tablets
• Smart Phone