Desktop Support Engineer

Role: Desktop Support Engineer

Location: Irvine, CA 92612

Type: Fulltime

Job description:

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 and end-user satisfaction.

• 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 SLAs.

• 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 tickets to be inclusive of accuracy, thoroughness and timeliness.

• Effectively communicate with Deskside Management Team in regard 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

• 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

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 secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their work location, 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.