Desktop Support Technician

Reporting Line: Reports to the Onsite DSS Team Leader and works in alignment with Regional / Service Delivery leadership. Key Responsibilities1) Onsite Deskside & TechBar Support- Deliver face-to-face IT support through TechBar (walk-in and appointment) and floor support.- Provide support for Windows, MacOS, and iOS devices.- Troubleshoot, configure, and guide users on IT services.2) Incident & Request Fulfilment (IMACD)- Execute IMACD activities (Install, Move, Add, Change, Delete).- Maintain accurate ticket updates and documentation.3) Hardware & Device Break-Fix- Diagnose and resolve hardware and software issues across devices.- Coordinate with OEM vendors for repairs.4) Device Lifecycle Support- Support device refresh, build, staging, and deployments.- Assist provisioning of laptops, MacBooks, and mobile devices.5) Ticket Queue & SLA Adherence- Ensure timely resolution and SLA compliance.6) Hardware Asset Management Support- Maintain accurate asset tracking and inventory management.7) Stakeholder & User Engagement- Provide professional communication and user guidance.8) Compliance & Process Adherence- Follow SOPs and ensure compliance with security and audit requirements. Required Qualifications & Experience- 1–3 years experience in deskside / IT support roles.- Hands-on experience with Windows, MacOS, and iOS devices.- Experience with hardware troubleshooting and ticketing systems.

Preferred Qualifications: TechBar / walk-in support experience.- Familiarity with asset management and MDM tools (e.g., Intune, JAMF).- ITIL Foundation certification.

Key Competencies: Customer focus and service orientation.- Strong troubleshooting skills.- Multi-platform support capability (Windows, MacOS, iOS).Performance Measures- Productivity- SLA adherence- First-time fix rate- User satisfaction scores

Working Conditions: Onsite role requiring flexibility and the physical handling of IT equipment as needed. 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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); 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 for investigation.