What are the responsibilities and job description for the Deskside Support Technician position at HCL Technologies Limited - Business Services?
- Shift: Mon-Fri 8am-5pm EST
- Pay Rate: $29/hr
- Location: Cambridge, MA
- This client requires all employers to be fully vaccinated against COVID-19.
Job Summary: The Deskside Support 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. 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.
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 and regulations.
- Provide direct technical support to client’s on-site personnel
- Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
- Resolve reported incidents in the software & hardware environment
- Maintain incident management system with up to date information on ticket progress
- Complete assigned tickets in timely manner within the Client SLAs
- Update asset tracking inventory in accordance with work instructions
- Provisioning and setup of phone for either landline or VOIP
- Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
- Provide IT orientations for newly hired personnel
- Provide support services for client’s conference and training rooms
- Perform customer support related tasks and special projects as assigned by management
- Liaise as necessary interdepartmentally to seek resolutions to all reported issues
- Requires working knowledge of Audio and Visual equipment, including Conference Room and Meeting Support.
Job RequirementsEducation/Experience
- High School Diploma or GED required.
- A Certification (Must be attained within three months of employment)
- Microsoft Certified Professional certification a plus
- Minimum of 2 years of Deskside support experience
- Previous call center, computer support, or customer service experience
- Minimum of 1 year AV Support
Skills
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
- Excellent communication and customer service skills. Excellent teamwork skills
- Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft
- Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
- Ability to perform root cause analysis and determine appropriate course of action based on result
HCL Technologies is an Equal Opportunity Employer - EOE, M/F, D/V.
https://www.hcltech.com/candidate-privacy-notice
Job Type: Full-time
Pay: $29.00 per hour
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
- A/V: 2 years (Required)
- Desktop support: 2 years (Required)
Work Location: In person
Salary : $29
