Desktop Support Technician

Job Summary:

The Deskside Support Technician will provide comprehensive technical support for the client’s campus

based personnel.

With minimal and/or remote 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 andend-user satisfaction.

Principal Responsibilities:

• Provide comprehensive technical support services to the Client’s onsite personnel, customers and

service providers.

• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software

upgrades) including data migration

• Replicate and resolve customer incidents in the software & hardware environment.
• Maintain incident management system with up to date information on ticket progress
• Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with

the agreed SLA’s.

• Follow established Asset Management processes
• Provide setup and support services for conference rooms.
• Provisioning and deployment of internal VoIP telephones
• Communication with several IT Infrastructure support groups to appropriately escalate incidents

and follow up on incidents to drive resolution for the customer. Documenting customer

interactions within the ticketsto be inclusive of accuracy, thoroughness and timeliness.

• Effectively communicate with Deskside Management Team in regards to asset management,

break/fix or Service Desk related processes (build a “proactive” environment)

• Contribute current technical information and best practices concerning proprietary applications

using the various knowledge distribution channels.

• 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

• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Assess reported issues and as necessary work directly with Client’s service providers for escalation

and timely issue resolution.

• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment

J O B D E S C R I P T I O N

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Deskside Support Technician

• Organize and utilize all support resources provided including emails, documentation, contact lists,

etc.

• Mentor other Deskside Support Technicians as required.

Job Requirements

Skills

• Problem solving skills, organizational skills, and the ability to exercise sound judgment in

any customer service scenario

• Excellent communication and customer service skills. Dedication to customer service.
• Excellent teamwork skills
• Excellent desktop support technical skills
• Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating

Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)

• Ability to perform root cause analysis and determine appropriate course of action based on

result

Language Skills

• Official Local Language on a native or at least very good (fluent) level (C1/C2)
• English on an advanced level (B2 or higher)

Education

• BS or BA degree preferred or equivalent work experience
• A Certification or equivalent required.
• Microsoft Certified Professional certification a plus

Experience

• Minimum of 12months of Desktop support experience

Working Relationships

• Maintain inter-department relationships to resolve reported incidents
• Effectively communicate with extended service providers and IT infrastructure groups
• Develop communication and working relationship with supervisor and colleagues

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.

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.

Job Type: Full-time

Pay: $37,000.00 - $61,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• Monday to Friday

Experience:

• Customer support: 1 year (Required)
• iOS: 1 year (Preferred)
• Windows: 1 year (Required)
• Desktop support: 1 year (Required)

Work Location: In person

Salary : $37,000 - $61,000