Job Summary
The Deskside Support Technician will provide comprehensive technical support services to the client's
campus-based personnel. All Deskside Support Technicians are subject to shift changes and travel
between sites as required.
C3i / HCL is looking for a technician to analyze and perform diagnostics related to PC and Mac systems, operating issues, and their peripherals.
The technician's professional will configure, PC / Mac systems, their peripherals, and mobile devices.
Under general supervision, responsible for receiving user tickets through electronic systems, properly
documenting all actions taken and communicating effectively with the user community throughout
life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by
applying trouble-shooting and problem-solving skills. Installs and configures company standard
applications. Supports key service-level goals including response time and end-user satisfaction.
Principal Responsibilities : (Essential Function) :
- Carries out responsibilities in accordance with the organization's policies, procedures, and state,
federal and local laws
Ensures compliance with all company policies and procedures, including safety rules andregulations.
Provide direct technical support to client's on-site personnelPerform IMAC related tasks as assigned (e.g., hardware break / fix and hardware or softwareupgrades) including data migration
Resolve reported incidents in the software & hardware environmentMaintain incident management system with up-to-date information on ticket progressComplete assigned tickets in timely manner within the Client SLAsUpdate asset tracking inventory in accordance with work instructionsProvisioning and setup of phone for either landline or VOIPMonitor / Resolve tickets that have been dispatched by the Service Desk for further actionProvide IT orientations for newly hired personnelProvide support services for client's conference and training roomsPerform customer support related tasks and special projects as assigned by managementLiaise as necessary interdepartmentally to seek resolutions to all reported issuesTravel between local offices in order to provide support for meeting and / or trainingsJob Requirements
Education / Experience
BA or Vocational school degree preferred or equivalent work experienceA Certification (Must be attained within three months of employment)Microsoft Certified Professional certification a plusMinimum of 2 years of Deskside support experiencePrevious call center, computer support, or customer service experienceTechnician must be able to travel if it's required by our client.Skills
Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals.Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShellProblem solving skills, organizational skills, and the ability to exercise sound judgment in anycustomer service scenario
Excellent communication and customer service skills. Excellent teamwork skillsExcellent desktop support technical skills Experience in supporting and troubleshooting MicrosoftOffice Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
Ability to perform root cause analysis and determine appropriate course of action based on resultCompetencies
Accountability : We all strive to be business owners, take appropriate action, controlling our workand making decisions. We treat the company's assets as our own, always with our long term
success in mind. We accept personal responsibility to set clear expectations, meet business
objectives, improve our organizational effectiveness and communicate our actions.
Adaptability : The Company has shown continuous growth, and through this we adapt to newchanges, work situations and responsibilities. We welcome the opportunity to learn new tasks and
accept feedback positively.
Collaboration : We respect our colleagues and treat everyone as we want to be treated. We haveconfidence in each other's capabilities and intentions. We believe that people work best when
there is a foundation of trust. We work toward a win / win solution as a team - across department
lines - doing what is right for all stakeholders.
Communication : We are courteous to our internal and external contacts. We clearly convey keymessages, recognizing when miscommunication has occurred and acting to correct it.
Working Relationships
Maintain inter-department relationships to resolve reported incidentsEffectively communicate with extended service providers and IT infrastructure groupsDevelop communication and working relationship with supervisor and colleaguesPhysical Demands and Work Environment
Must be able to lift desktop computers, laptops, monitors, printers and other IT relatedequipment
