Desktop Support Analyst

Key Responsibilities

• Provide remote or onsite technical support to end users via phone, email, or chat.
• Install, configure, and maintain desktops, laptops, printers, and peripherals
  .
• Perform software installations, updates, and configuration changes
  .
• Troubleshoot issues related to Windows OS, MS Office, networking, and applications
  .
• Manage and resolve tickets in the ITSM tool within defined SLAs
  .
• Provide timely updates to users on ticket progress and resolution.
• Identify and proactively address potential issues impacting user experience.
• Coordinate with vendors and internal teams for hardware replacements or escalations.
• Support IT asset management and maintain accurate documentation.

• Good knowledge of Windows 10/11, MS Office 365, Outlook troubleshooting
  .
• Basic understanding of networking concepts (LAN/WAN, VPN, IP configuration).
• Experience with Active Directory (user creation, password reset, group policies).
• Familiarity with ticketing tools (Service Now, Remedy, etc.).
• Strong troubleshooting and problem-solving skills
  .
• Excellent communication and customer service skills
  .

• Certification such as CompTIA A+, Microsoft Fundamentals (optional)
• Exposure to remote support tools (Any Desk, Team Viewer, SCCM, etc.)
• Basic knowledge of hardware troubleshooting and repairs

• Customer-focused mindset
• Ability to work in a team-oriented environment
• Time management and multitasking capability
• Strong attention to detail

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)

• Exposure to ITIL processes
• Experience in enterprise IT environment

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  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.