Entry Level Help Desk Technician

Overview

We are seeking a skilled Help Desk Analyst to join our team and provide technical support to our employees. The ideal candidate will have a strong technical background and excellent problem-solving skills.

Basic Purpose:

The Help Desk analyst will diagnose and resolve complex problems via remote means, which may involve hardware, packaged software, peripheral equipment, and proprietary software.

The analyst is accountable for meeting Individual and team Key Performing Indicators as well as handling high-severity issues within established timeframes.

Duties

• Respond to help desk tickets and provide technical support to end-users
• Troubleshoot and resolve hardware, software, and network issues
• Install, configure, and maintain computer systems and software
• Assist with user account management in Active Directory
• Collaborate with IT teams to escalate complex issues
• Document troubleshooting steps and resolutions

Qualifications / Education

• Strong background in use of Help Desk tools, processes, procedures, and environment, including call tracking software (Service Now, Five9, QLS)
• Excellent analytical, problem-solving, customer service and communication (written and verbal) skills.
• 1-3 years of strong customer service and technical support experience
• Knowledge of Help Desk Best Practices and attainment of certification from appropriate Help Desk Institutes
• Degree (AA / BS / BA) in computer related field. (Desired)
• Demonstrated knowledge of PC operating systems, networking architecture, hardware and peripheral device configurations and connectivity methods.
• Basic knowledge of Internet browsers, remote access / communication packages.
• Ability to identify basic components of data and voice networks.
• Ability to use the core products in the MS Office Suite.
• Strong ability to work through complex problems and provide efficient and effective solutions.
• Proven ability to deliver a high level of quality customer service.

Job Type: Full-time

Pay and Benefits

• Pay Range Minimum: $40,00.00 per year
• Pay Range Maximum: $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Education:

• Associate (Required)

Experience:

• Help desk: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: Dallas Texas

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

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person

Salary : $40,000 - $45,000