Desktop Support

Job Description

Desktop Support

Oklahoma, Oklahoma

Job Summary

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring timely resolution of escalations and incidents, while adhering to service level agreements (SLAs) and quality standards. Your expertise in Microsoft VDI Solutions and related technologies will drive customer satisfaction and operational efficiency, making you a key contributor to our teamâs success.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Within The Microsoft Vdi Solution Environment, Adhering To Agreed Slas And Quality Standards.

2. Mentor Team Members And Administrators By Sharing Knowledge Of Microsoft Vdi Solutions, Maintaining Effective Documentation, And Preparing Standard Operating Procedures (Sops) To Enhance Operational Efficiency.

3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, While Actively Participating In Capacity Planning To Optimize Resource Allocation.

4. Facilitate Positive Customer Feedback By Engaging In Customer Meetings, Understanding Issues Related To Touch Services And Video/Telepresence, And Presenting Solutions To Enhance Customer Satisfaction.

5. Conduct Root Cause And Trend Analyses Related To Incidents And Performance Metrics, Preparing Detailed Reports To Inform Key Business Stakeholders And Drive Continuous Improvement Initiatives.

Skill Requirements

1. Strong Knowledge Of Microsoft Vdi Solutions/Rdsh And Its Application In Support Operations

2. Proficiency In Troubleshooting And Resolving Technical Issues Related To Windows And Touch Services

3. Excellent Communication And Interpersonal Skills To Liaise Effectively With Business Stakeholders

4. Solid Understanding Of Performance Analysis Methodologies And Best Practices

Other Requirements

1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable)

2. Itil Foundation Certification (Optional But Valuable

Maximum Salary (US):

Minimum Salary (US):

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Compensation and Benefits

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.