Job description:
Role Summary
This position is for an experienced technician on the Desktop Support team responsible for
partnering with both IT design teams and Level 2 Service Desk to provide support for core
infrastructure and desktop technologies for customer support environment. It also
involves hardware asset management. Managing the IT stockroom inventory to ensure enough stock
is available for the base operations.
Responsibilities for this position may include but are not limited to:
· Primary desktop support for Windows Operating System, Mobile Device Management
· Infrastructure, Video Conferencing systems, and application support.
· Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users.
· Ensure consistent processes, procedures and technologies are utilized across enterprise environment.
· Understand and follow direction provided by the Application and System Services team leads and managers.
· Document recurring issues in the Knowledge Base.
· Document in detail case status and tasks / work completed with end users in ITSM system.
· Follow the provided Critical incident management process in case of widespread or high impacting issues.
· Setup and maintain inventory processes. Keep the stockroom area clean and organized.
· Receive and record assets in System for tracking.
· Pick, prepare, and organize outgoing order.
· Work with team lead and team to maintain adequate IT stock levels.
· Work with Field Service/Project teams to ensure the proper equipment is allocated for work
· Orders.
· Maintain inventory controls over tools.
· Provide reports supporting the asset inventory using excel and other tables as needed
· Gather data on and provide analysis of all activities that have an impact on the value, cost
and risk of asset life cycles.
Required Qualifications:
· Bachelor’s degree in IT or Computer Science
Preferred Qualifications:
· Support Certifications, desired:
o Microsoft Certified Professional
o Microsoft Certified Technology Specialist
o ITIL
· Technologies - Candidate must have minimum 4 years combined experience and be proficient in supporting the following technologies:
o Windows 11 Operating System advanced troubleshooting; proficient using Windows Desktop imaging.
o Microsoft Office 365 Suite and advanced troubleshooting.
o Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
o General knowledge/troubleshooting for Networking
o General knowledge of Microsoft Intune, MFDs
o Mobile Device Management and Mobile Web Apps, iOS, etc.
o Active Directory Administration and Infrastructure Design
o Teams Conferencing system support
o Understand and troubleshoot Azure MFA
o Strong customer service skills
Analytical & Problem-Solving Skills: Strong analytical and problem-solving abilities to analyze situations, develop models, and recommend solutions. Ability to see the bigger picture and understand the impact of processes/tools on each other. Communicate transparently about impacts and risks with mitigation strategies.
Teamwork/Interpersonal Skills: Ability to work with and influence geographically dispersed colleagues. Demonstrates an inclusive, collaborative style to achieve results. Strong facilitation skills and collaboration across multiple management levels and organizations.
Business Knowledge: Experience in IT delivery teams and understanding of diverse operating environments and cultures. Knowledge of how business strategies and regional IT needs vary and their impact on service delivery. Proven experience in providing business solutions through consultancy, including requirements, design, and implementation.
Communication Skills: Excellent verbal and written communication skills to effectively convey technical information to non-technical stakeholders. Ability to build strong relationships with clients and team members.
Adaptability: Ability to adapt to changing environments and manage multiple priorities. Demonstrates resilience and flexibility in the face of challenges.
Customer Focus: Strong customer service orientation with a focus on understanding and meeting customer needs. Ability to provide exceptional support and maintain high levels of customer satisfaction.
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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.
Disclaimer
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 [email protected] for investigation.
Job Type: Full-time
Pay: $49,000.00 - $88,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Work Location: On the road
