Deskside Support Technician

Role Overview

The Deskside Technician will provide onsite field support for IT End User Computing (EUC) equipment and services at various sites across multiple countries. The technician will deliver hands-on technical assistance, incident resolution, hardware and software support, and participate in event support operations, ensuring a high standard of customer service and operational excellence.

Key Responsibilities

- Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices.

- Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures.

- Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged and tracked through resolution.

- Conduct pre-installation and site surveys in alignment with requirements for network connectivity, power, and coordination with third-party suppliers.

- Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests.

- Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies.

- Issue loaner devices or software for repairs or in cases of lost/stolen equipment, including data backup and recovery.

- Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset management guidelines (including legal hold PCs).

- Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to remote troubleshooting and device assistance.

- Perform proactive PC health checks using prescribed tools, addressing performance or hardware issues during field visits.

- Document and update knowledge base & runbooks.

- Support conference room technology by conducting weekly checks and resolving identified issues proactively.

- Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all required devices.

- Manage IT equipment disposals and coordinate with preferred suppliers for proper decommissioning and recycling.

- Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM tool.

- Assist users with activities including but not limited to IT equipment moves, peripheral installation and configuration, onboarding and offboarding requirements

- Comply with company practices, guidelines, and security requirements at all times, maintaining professionalism onsite.

- Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction.

- Coordinate with specialized IT teams for escalations and advanced technical support

- Forward unresolved tickets to the relevant specialized teams for escalation when issues cannot be resolved by Deskside support.

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 View email address on click.appcast.io for investigation.