Desktop Support Specialist

Responsibilities

• Setup and troubleshooting of printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshoot network connectivity issues and diagnose and solve hardware/software issues.
• Smart hands support for Infrastructure devices and Operational Technology (OT) environments including PLCs, manufacturing plant IT systems, flat-network devices, and industry-grade peripherals (e.g., Zebra label printers, RF scanners, rugged tablets).
• Act as the primary IT owner / ‘Face of IT’ at site — proactively identify, escalate, and drive resolution of issues with the broader HCLTech team to minimize downtime.
• Provide frontline support for hardware and software issues on desktops, laptops, notebooks, mobile devices (iOS/Android), rugged devices, tablets, printers, RF scanners, and peripherals used in the shopfloor environment.
• Manage and maintain data closets, ensuring cleanliness and supervision of activities performed in them.
• Perform daily health checks and reporting on critical IT infrastructure hardware and servers at respective sites.
• Coordinate with IT and OT vendors to ensure the site is up and running.
• Communicate and update all stakeholders on critical items and issues related to IT.
• Lead site P1s, work closely with the larger HCL team, and drive end-to-end accountability to ensure timely resolution with minimal downtime at the site.
• Improve and maintain customer and employee satisfaction.
• Perform asset inventory on IT and infrastructure devices when needed.
• Adhere to SLAs and ITIL processes.
• Handle tickets/requests on ServiceNow to troubleshoot reported problems and take necessary steps to resolve them.
• Create documentation for processes and procedures of day-to-day work and knowledge base (KB) articles.
• Travel to other sites based on demand and requirements.
• On-call requirement for P1/urgent issues outside regular support hours (local business hours). Possible rotational shifts.

Requirements

• Minimum 7 years of hands-on dedicated experience as deskside/onsite support/local IT engineer.
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Strong experience in providing hands & feet support for network and datacenter equipment/devices.
• Strong desktop support knowledge including hardware, software, and networking concepts.
• Strong skills in hardware-level concepts on desktops, laptops, notebooks, printers, and handhelds.
• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
• Knowledge of Windows image build process and SCCM deployments.
• Good knowledge of SCCM, Intune, AD, and JAMF.
• Good knowledge in handling RF scanners, industry-level label printers (Zebra, etc.).
• Hands-on knowledge of OT technology such as PLCs, manufacturing plant IT, etc.
• Experience in handling managed print services, corporate/network printers.
• Good understanding of audio/video equipment and conference room setup.
• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Familiarity with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• Troubleshoot and assist end users with mobile device setup, activations, and performance issues, including handheld Android & iOS support.
• Strong customer service skills.
• Excellent communication and conversation skills (verbal and written) and good documentation skills.
• Able to handle unforeseen situations.
• High level of adaptability.
• Knowledge of ITIL ticketing tools such as ServiceNow, BMC Remedy, and ITIL concepts (change process, problem, incidents, and request tickets).

Benefits

• Medical, dental, vision, and pharmacy insurance.
• 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).
• 10 paid holidays per year.

Pay

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.