IT Help Desk Technician


The ideal candidate will have 5-10 years of professional work experience, be detail oriented with knowledge with IT help desk. The ability to manage multiple projects simultaneously is a must. This position requires superior customer service skills. Candidate must follow-up on the details of each issue and be able to problem solve on their own and seek management’s input after research.


  • Data Analysis & Reporting using MS Office and ITSM tools 
  • Coordinate desktop changes to avoid deployment collisions 
  • Prepare requests for rollout 
  • Prioritize change requests 
  • Create rollout plans for changes requests 
  • Coordinate implementation process 
  • Keep track of requests and make sure they are implemented as planned
  • Participate in incident handling concerning desktop changes 
  • Participate in projects concerning bigger desktop changes (for example rollout of new antivirus) 
  • Develop good technical understanding of the products building up a desktop service 
  • Support for laptop, desktops, printers and mobile devices

Technical Requirements / Working Knowledge Of:

  • Technical Service desk or technical call center experience 
  • Microsoft environment (desktop & server) 
  • Windows Operating systems 
  • ITSM ticketing tools 
  • Remote desktop connectivity applications 
  • MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio 
  • Internet browsers (e.g. Edge, Chrome, Firefox)
  • VPN and remote dial-in users 
  • Adobe Acrobat and other common desktop applications such as WinZip

Required Skills:

  • Experienced with the desktop environment 
  • Experienced and knowledgeable of the process of management changeover 
  • Disciplined, systematic problem solving skills
  • Phone support experience 
  • Excellent communication and conversation skills (verbal and written)
  • Good documentation skills 
  • Great customer handling skills 
  • Ability to handle unforeseen situations
  • High level of acceptance 
  • Can drive HCL’s value and its methodology 
  • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. 
  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. 
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. 
  • Ability to learn new information quickly and the willingness to do so at all times
  • Ability to work flexible hours from time to time to cover for other service desk staff and to be on call via pager during the week
  • Customer Focus 
  • Teamwork
  • Technical Expertise 
  • Interpersonal Effectiveness 
  • Concern for Order and Quality

Education & Experience:

  • 5+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.


If you are interested in this position, please send your updated resume to the Human Resources Department email

WE ARE AN EQUAL OPPORTUNITY EMPLOYER and our employment decisions are made without regard to race, color, religion, age, sex, national origin, handicap, disability or marital status. We reasonably accommodate individuals with handicaps, disabilities and bona fide religious beliefs. 

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