What are the responsibilities and job description for the Desktop Support Technician position at HCLTech?
- Shift- Mon-Friday - 8:30am - 5pm EST
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. 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.
Essential Duties and Responsibilities include the following. Other duties may be assigned
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Education/Experience
- BA or Vocational school degree preferred or equivalent work experience
- 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
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 (Citrix; Juniper), Remote Desktop tools (Bomgar)
- Ability to perform root cause analysis and determine appropriate course of action based on result
Compensation and Benefits
- Pay Range Minimum: $27.50 per hour
- Pay Range Maximum: $28.00 per hour
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.
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
https://www.hcltech.com/candidate-privacy-notice
Job Type: Full-time
Pay: $27.50 - $28.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Windows: 2 years (Required)
- Desktop support: 2 years (Required)
- IT infrastructure: 2 years (Required)
- ServiceNow: 2 years (Preferred)
- IT service management: 2 years (Preferred)
Work Location: In person
Salary : $28 - $28
