Jermell Santiago-Riddick
Technical Support Specialist | WGU IT Student | Hands-On Experience in Deskside Support, Systems & Cloud | CourseCareers Graduate
- Role
- Deskside Support Technician at HCLTech
- Location
- Allentown, PA, US
- LinkedIn followers
- 500 followers
About Jermell Santiago-Riddick
Motivated and versatile IT Support Specialist with 4+ years of experience in technical…
Experience
Deskside Support Technician
Jun 2025 — Present · Allentown, PA
Provide on-site technical support to end-users at Mack Trucks (Volvo Group) as part of HCLTech’s IT services teamTroubleshoot and resolve hardware, software, and network issues across desktops, laptops, and mobile devicesAssist with onboarding/offboarding, imaging, and configuration of Windows-based systemsSupport Active Directory tasks, including password resets and user account managementMaintain strong documentation practices while adhering to SLA and ITIL-based service proceduresCollaborate with remote teams to escalate complex issues and coordinate resolutionDeliver excellent customer service in a fast-paced production and manufacturing environment
Education
CourseCareers
IT Support, Information Technology
Lehigh Carbon Community College
Associate's degree, Computer Science
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