Walk-Up IT/ Desk Side Support

Do your friends and family call you for IT help? Do you have great customer service skills?

HCL America is looking for individuals for our expanding team to provide world class customer service support at walk-up IT locations and at user's desks to assist with their IT needs.

About HCL

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 127,000 ‘Ideapreneurs’ working in 43 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. Recently achieved the 10 Billion dollar in yearly revenue.

** Due to COVID19, currently some individuals are working remotely while others are working on location following strict safety guidelines. Flexibility is required **

Job Duties

• Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions
• Help improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities
• Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices
• Provide operating system and application support to diagnose and resolve unique, non-recurring problems
• Reimage systems as required
• Identifies potential escalations and proactively alerts management as needed.
• Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
• Recommend and/or performs upgrades on systems
• Work with procurement staff to purchase hardware and software
• Complete installation and testing of computers and peripherals within established standards and guidelines
• Provide basic support for mobile devices and printers
• Provide primary support to executive users
• Provide equipment move services
• Ensures configuration and inventory management database entries are complete and accurate
• Provides time / resource estimates for assigned tasks including time tracking activities
• Local and out of state travel as needed
• Perform other duties as assigned

Requirements

• Must be willing to travel as needed to support locations across the US and Canada. Valid Passport required.
• Must possess a professional demeanor and strong customer service/consulting/training skills
• Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area
• Basic understanding of networks, Intel servers and telecoms
• Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
• Strong Microsoft operating system troubleshooting skills
• Strong problem solving and critical thinking skills
• Strong written and verbal communication skills
• Must be self-motivated and the ability to work independently with minimal supervision
• Must have excellent time management skills
• Must be detail and process oriented
• Ability to walk long distances across large facilities
• Must be able to pass a background security check
• Valid driver’s license and reliable transportation

What will make a candidate stand out

• MAC OS or Ubuntu experience highly desired!!!
• Experience with ticketing systems (BMC, SNOW, RequestCenter etc.)
• Experience working with executives
• Experience with iOS
• Certifications: Hardware such as A or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP
• Experience performing remote control of PCs and video conferencing knowledge
• SCCM experience

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Deskside Support: 1 year (Required)
• Mac OS Support: 1 year (Preferred)
• Computer hardware: 1 year (Required)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Salary : $45,000