Desktop Support Technician

The Local IT (Client Tech) Support Engineer is responsible for providing on‑site and remote end‑user technology support to ensure seamless business operations. The role focuses on desktop support, endpoint management, application troubleshooting, and coordination with central IT teams, while delivering a high‑quality user experience aligned with service levels and operational standards. Key Responsibilities Provide on‑site and remote support for desktops, laptops, peripherals, and mobile devices. Troubleshoot Windows OS (Windows 10/11), hardware, drivers, and system performance issues. Support user onboarding, offboarding, and workstation provisioning. Manage endpoints using tools such as SCCM / Microsoft Intune . Perform software deployments, patching, and compliance remediation. Support device imaging, re‑imaging, and Windows upgrades. Monitor endpoint health and perform corrective actions. Applications & Collaboration Support Support M365 applications including Outlook, Teams, OneDrive, SharePoint , and business applications. Troubleshoot application access, performance, and installation issues. Assist with application updates and version compatibility. Identity, Access & Security Manage user accounts and access using Active Directory and Entra ID (Azure AD) . Handle password resets, account unlocks, group membership changes, and MFA support. Support endpoint security, antivirus, BitLocker, and compliance policies. Networking & Connectivity Troubleshoot LAN/Wi‑Fi, VPN, printer, and basic network connectivity issues. Coordinate with network teams for cabling, switch port, or advanced network issues. ITSM & Process Adherence Log, update, and resolve incidents and service requests within SLA. Maintain clear ticket documentation, chronology, and resolution notes. Adhere to SOP, SOW, change management, and security policies. Support audits, asset management, and compliance checks. Work closely with Service Desk, Client Tech, Infrastructure, and Security teams. Proactively identify recurring issues and suggest process or automation improvements. Participate in knowledge sharing and continuous upskilling. Required Skills & Qualifications Strong experience in Windows OS , desktop troubleshooting, and hardware support. Hands‑on experience with SCCM and/or Microsoft Intune . Knowledge of Active Directory, Entra ID, and M365 applications . Basic understanding of networking concepts (IP, DNS, DHCP, VPN). Familiarity with ITIL processes and SLA‑driven support environments. Good communication skills and customer‑focused approach. Preferred Skills Exposure to Azure Virtual Desktop (AVD) or virtual environments. Experience supporting enterprise applications and security tools. Ability to work independently in an on‑site support role. 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. 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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year. #J-18808-Ljbffr