Desk Side Support

Job Title : Desk Side Support L2

Location : 2601 Port Covington drive Baltimore MD 21230

Work Mode : Onsite

Description:

• Image and configure laptops and desktops for distribution to onsite, remote users and special projects.
• Provide hardware, software, network problem diagnosis / resolution via telephone, email, chat or remote support for customer's end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
• support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• Routine maintenance updates with other IT staff and business units
• Provide knowledge transfer of End User Computing operations

Technical Requirements:

• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following Windows Operating systems
• Clients: Windows10, Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center or service NOW.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (2003, 2007, 2010, 2013 and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio and Lync 2010/2013.
• Internet browsers (e.g. Explorer, Chrome, Firefox) Ability to troubleshoot and solve JAVA and Flash player issues.
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• iPhone and Android mobile device support
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills:

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL's value and its methodology

Relevant : 2 - 3 years of help desk, voice customer service, or support experience with problem solving involving hardware, software and network.

Certification requirements:

Preferred COMP TIA A /MCP/MSCE/MSCA or HDI CSS or Cisco certification

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred