Desktop Support Technician

Join HCL Technologies Limited - Business Services in Lima, Ohio as a Desktop Support Technician. This onsite role offers a yearly salary range of USD 42,000 to 68,000 and benefits including a 401(k) plan and dental insurance. You will provide direct end-user IT assistance, handle hardware break/fix and warranty needs, and troubleshoot operating systems and applications. As the primary on-site support for executive users, you will collaborate with IT teams to resolve issues and travel locally as needed.

Responsibilities

• Deliver high quality, face-to-face end-user support with a focus on effective resolutions
• Enhance user productivity by triaging issues, offering guidance, and teaching solutions for common Office product challenges
• Perform hardware break/fix and warranty support for desktops, laptops, tablets, and workstations
• Diagnose and resolve unique OS and application problems
• Reimage systems as needed
• Identify potential escalations and alert management proactively
• Collaborate with other IT teams to ensure issue resolution and root-cause identification when needed
• Recommend and execute system upgrades
• Coordinate with procurement to purchase hardware and software
• Install and test computers and peripherals according to established standards
• Provide basic support for mobile devices and printers
• Act as the primary support contact for executive users
• Coordinate equipment moves
• Maintain complete and accurate configuration and inventory records in the management database
• Provide task estimates and track time and resources as assigned
• Local travel as required
• Perform other duties as assigned

Requirements

• Professional demeanor with strong customer service, consulting, and training abilities
• Experience diagnosing and repairing desktop and laptop hardware in field or related settings
• Basic knowledge of networks, Intel servers, and telecommunications
• Solid break/fix skills for desktops, workstations, notebooks, and Dell tablets
• Proficiency with Microsoft Office applications: Outlook, Excel, Word, and PowerPoint
• Strong troubleshooting skills for Microsoft operating systems
• Strong macOS troubleshooting skills (Big Sur and newer)
• Strong problem-solving and critical-thinking abilities
• Excellent written and verbal communication skills
• Self-motivated with the ability to work independently with minimal supervision
• Excellent time-management skills
• Detail- and process-oriented
• Ability to walk long distances across large facilities
• Ability to pass a background security check
• Valid driver’s license and reliable transportation

Technologies

• Service Now
• Smart IT
• IT connect
• A+
• MCSA Windows 7, 8 or 10
• CCNA
• CCNP
• SCCM
• Microsoft Office
• Outlook
• Excel
• Word
• PowerPoint
• macOS Big Sur and above
• Windows OS

Benefits

• 401(k)
• Dental insurance

What will make a candidate stand out

• Experience with ticketing systems such as Service Now, Smart IT, and IT connect
• Background supporting executive users
• Certifications: hardware like A+ or equivalent; Microsoft MCSA Windows 7/8/10; networking such as CCNA/CCNP
• Experience performing remote PC control and knowledge of video conferencing technology
• Experience with SCCM