Job Summary

The Desktop Engineer is responsible for providing technical support, troubleshooting, maintenance, and administration of end‑user computing devices, applications, operating systems, and peripheral equipment. The role ensures smooth IT operations, timely issue resolution, and high‑quality support for business users across the organization.

L’Ingegnere Desktop è responsabile della fornitura di supporto tecnico, della risoluzione dei problemi, della manutenzione e dell’amministrazione dei dispositivi di end‑user computing, delle applicazioni, dei sistemi operativi e delle apparecchiature periferiche. Il ruolo garantisce il corretto funzionamento delle operazioni IT, una risoluzione tempestiva delle problematiche e un supporto di alta qualità agli utenti aziendali all’interno dell’organizzazione.

Key Responsibilities

- Provide first‑level and second‑level technical support for desktops, laptops, printers, scanners, mobile devices, and other IT peripherals.
- Install, configure, upgrade, and troubleshoot Windows operating systems, Microsoft Office applications, antivirus tools, VPN clients, and business applications.
- Diagnose and resolve hardware, software, network connectivity, and user access‑related issues within defined SLA timelines.
- Perform imaging, deployment, asset tagging, inventory updates, and lifecycle management of end‑user devices.
- Support user onboarding, offboarding, system setup, profile configuration, and access coordination as per organizational standards.
- Coordinate with network, server, security, application, and vendor teams for issue escalation and resolution.
- Maintain accurate incident, service request, and change records in the ITSM tool with proper troubleshooting notes and closure details.
- Ensure compliance with IT security policies, patching standards, endpoint protection,



and data protection guidelines.
- Provide remote and onsite support to users while maintaining professional communication and customer service standards.
- Participate in IT projects such as hardware refresh, OS migration, software rollout, office setup, and infrastructure upgrades.

Required Skills

- Strong knowledge of Windows 10/11 operating systems and desktop troubleshooting.
- Hands‑on experience with laptop, desktop, printer, and peripheral hardware support.
- Good understanding of Active Directory, user account management, group policies, and access permissions.
- Experience with Microsoft 365, Outlook, Teams, OneDrive, and SharePoint support.
- Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, Wi‑Fi, LAN, and VPN.
- Familiarity with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
- Ability to follow ITIL processes for incident, request, problem, change, and asset management.
- Excellent communication, documentation, problem‑solving, and customer‑handling skills.

Qualifications and Experience

- Diploma or bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum 2 to 5 years of experience in desktop support, end‑user computing, or IT service desk operations.
- Experience supporting enterprise environments, remote users, VIP users, and multi‑location business operations is an added advantage.

Work Expectations





- Maintain high first‑contact resolution and ticket closure quality.
- Ensure timely response and resolution as per SLA commitments.
- Demonstrate ownership, accountability, and professionalism while handling user issues.
- Support business continuity by minimizing downtime and improving end‑user productivity.
- Follow standard operating procedures, security guidelines, and escalation processes.

Benefits

- Competitive compensation and benefits including up to 20 days’ vacation per year and various insurances such as Term life and Business Travel insurance.
- Statutory benefits applicable in the country as per local law.
- Opportunities for professional growth, upskilling, and involvement in exciting projects.
- Focus on total wellbeing and support for CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion, and other initiatives.

Candidate Requirements

Candidates must be eligible to work in Italy and be fluent in Italian and English.

Certificate of Disability in Force by law 68/99: if you have a valid disability certificate, kindly let us know during the selection process.

Candidate Data Privacy Notice

For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

To know more about us visit www.hcltech.com.

EEO Statement

HCL is an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

📌 Technico Supporto It (Lazio)
🏢 HCLTech
📍 Lazio