Desktop Support Specialist

Responsibilities

• Setup and troubleshooting of printer/faxes/copiers, RF guns, and phone equipment in offices.
• Troubleshoot network connectivity issues and diagnose and resolve hardware/software problems.
• Provide 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 and "Face of IT" at the 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 in shopfloor environments.
• Manage and maintain data closets, ensuring cleanliness and supervision of activities performed within 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 site uptime.
• Communicate and update stakeholders on critical IT-related items and issues.
• Lead site P1 incidents, working closely with the larger HCL team to drive end-to-end accountability and ensure timely resolution with minimal downtime.
• Improve and maintain customer and employee satisfaction.
• Perform asset inventory on IT and infrastructure devices as needed.
• Adhere to SLAs and ITIL process workflows.
• Report to the HCL Track Lead/Team Lead.
• Handle tickets/requests in ServiceNow, troubleshoot reported problems, and take necessary steps to resolve them.
• Create documentation for processes and procedures, including KB articles.

Requirements

• Minimum 7 years of hands-on experience as a deskside/onsite support/local IT engineer.
• Strong Microsoft Operating System installation (Windows 10 / macOS) and troubleshooting skills.
• Experience providing hands-on support for network and datacenter equipment/devices.
• Strong desktop support knowledge, including hardware, software, and networking concepts.
• Proficiency in hardware-level concepts for desktops, laptops, notebooks, printers, and handheld devices.
• Good knowledge of iOS, Android OS, and rugged devices (tablets and iPads).
• Knowledge of Windows image build processes and SCCM deployments.
• Good knowledge of SCCM, Intune, Active Directory, and JAMF.
• Experience handling RF scanners and industry-level label printers (e.g., Zebra).
• Hands-on knowledge of OT technology, such as PLCs and manufacturing plant IT systems.
• Experience with managed print services and corporate/network printers.
• Understanding of audio/video equipment and conference room setups.
• Experience with user account creation for Active Directory, Exchange Mailboxes, and Distribution Lists.
• Familiarity with remote desktop connectivity tools (e.g., SMS, Bomgar, WebEx, Live Meeting, Windows Native tools).
• Ability to troubleshoot and assist end users with mobile device setup, activations, and performance issues.
• Strong customer service, communication (verbal and written), and documentation skills.
• Ability to handle unforeseen situations with a high level of adaptability.
• Knowledge of ITIL ticketing tools (e.g., ServiceNow, BMC Remedy) and ITIL concepts (change process, problem, incident, and request tickets).

Additional Responsibilities

• May require travel to other sites based on demand and requirements.
• On-call support for P1/urgent issues outside regular business hours.
• Possible rotational shifts.

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 eligible for unlimited PTO).
• 10 paid holidays per year.
• Eligibility for performance-based bonuses subject to HCL policies.