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Deskside Support Technician – Job Description

Position Overview

The Deskside Support Technician provides on-site technical support to end users, ensuring timely resolution of hardware, software, and peripheral issues. This role is responsible for troubleshooting break-fix incidents, proactive incidents, supporting daily operational tasks, preparing devices for PC refresh cycles and new hires, administering print services, and performing machine repair. The technician delivers high-quality customer service and helps maintain a stable and productive computing environment. The technician need to work from Durham campus, Monday to Friday during business hours.

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Key Responsibilities

1. Break-Fix Support

· Diagnose, troubleshoot, and resolve hardware and software issues on desktops, laptops, monitors, docking stations, and peripherals.

· Perform repairs or coordinate vendor support when needed.

· Document incidents and resolutions in the IT ticketing system.

· Escalate complex issues to next level teams when appropriate.

2. Machine Repair

· Perform hands-on repairs of desktops, laptops, and other supported hardware, including component replacement (memory, SSDs, motherboards, etc.).

· Troubleshoot mechanical, electrical, and performance issues across various device models.

· Perform diagnostics using OEM tools and follow hardware repair procedures.

· Maintain proper handling of hardware under warranty and ensure compliance with vendor repair guidelines.

3. Daily Operational Tasks

· Support end users with technical issues, application installations, and system configurations.

· Maintain accurate inventory of equipment, components, and accessories.

4. PC Refresh & New Hire Setup

· Prepare and configure machines for PC refresh cycles, ensuring all corporate applications and security tools are installed.

· Set up workstations for new hires, including hardware configuration, software setup, and peripheral installation.

· Ensure new employees have a fully functional and optimized workstation on day one.

5. Print Administration

· Provide support for printers, copiers, scanner and multifunction devices, including troubleshooting failures and connectivity issues.

· Manage and administer print queues, updates, upgrades, drivers, and print access.

6. Customer Service & Collaboration

· Deliver exceptional customer service with a focus on professionalism and timely resolution.

· Communicate technical information clearly to non-technical users.

· Collaborate with IT teams (Service Desk, Network, Infrastructure) to resolve cross-functional issues.

· Participate in team meetings and contribute to continuous improvement initiatives.

· Contribute in KBA review, update and creation.

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Required Skills & Qualifications

· 1–3 years of deskside, field support, or technical support experience.

· Proficiency with Windows OS, Microsoft 365, Active Directory, and enterprise applications.

· Strong understanding of PC hardware components and troubleshooting/repair experience.

· Familiarity with print management and peripheral support.

· Excellent problem-solving, communication, and customer service skills.

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Preferred Qualifications

· CompTIA A+, OEM hardware repair certifications (Dell, Lenovo).

· Experience with IT ticketing systems (ServiceNow).

· Knowledge of ITIL practices.

· Experience supporting enterprise environments.

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 secure@hcltech.com 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.