Desktop Support Engineer

HCL / Highmark is looking for an L1 & L2 DSS Support Engineer to provide onsite technical support to end users. The candidate will troubleshoot desktop, hardware, software, application, printer, and connectivity issues and ensure incidents are resolved within SLA.

• 3+ years of experience in Desktop/Deskside Support or IT Service Desk.
• Strong hands‑on experience with Windows 10/11.
• Experience supporting Microsoft 365, Outlook, Teams, and Office applications.
• Working knowledge of Active Directory.
• Experience troubleshooting PCs, laptops, printers, monitors, and peripherals.
• Basic knowledge of TCP/IP, DNS, DHCP, LAN, Wi‑Fi, and VPN.
• Experience with an ITSM/ticketing tool, preferably Service Now.
• Strong L1/L2 troubleshooting and problem‑solving skills.
• Good communication and customer‑service skills.
• Must be willing and able to work 100% onsite in Erie, PA.
• Ability to work independently and elevate issues to appropriate L3 teams.

• Provide L1/L2 onsite technical and deskside support.
• Troubleshoot hardware, software, application, and network issues.
• Install, configure, and replace desktops, laptops, and peripherals.
• Manage and update ITSM tickets.
• Support user onboarding, workstation setup, and device replacement.
• Document troubleshooting and resolutions.
• Escalate unresolved issues to L3 support teams.