Desktop Support Technician

Job description:

Job Role – Desktop Support Technician

Job Summary

Desktop Technician will provide day to day local\remote desktop support, receive inbound

calls, answer questions, troubleshoot and document steps performed to resolve challenges

with hardware, software and application issues in a ticketing system. The candidate will also

need to facilitate customer resolution for calls and engage their supervisors and managers to

ensure operational consistency across all shifts within the IT Support Center. Desktop Support

Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to

customer’s various core operating systems and platforms, as well be able to provide support

and apply desktop fault resolution for the approved application suite. Ideal candidate should

have relevant 1-2 years’ experience in Windows Desktop support.

a) Provide first/second level contact and problem resolution for customer issues.

b) Work with Third Party Vendors to remediate complex AV issues as needed.

c) Provide timely communication on issue status and resolution.

d) Maintain ticket updates for all reported incidents.

e) Install, upgrade, support and troubleshoot Windows 10, Windows 11, and

Microsoft Office 365, Cisco Jabber, another authorized desktop application.

f) Should have basic knowledge of Mac operating system, to support Apple pc users.

g) Install, upgrade, support and troubleshoot for printers, computer hardware.

h) Performs general preventative maintenance tasks on computers, laptops, printers.

i) Performs remedial repairs on Desktops, laptops, printers and any other authorized

peripheral

equipment.

j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and

workstation hardware/software.

k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual,

Smart

Devices and Telecoms.

l) This position requires the ability to work in a project-based environment requiring flexibility

and teamwork. Performs other duties as assigned.

Candidate Required Minimum Qualifications and Skills

a) Bachelor’s Degree or equivalent in Computer Science or related field.

b) CompTIA A , Microsoft Certified Professional (MCP) or better.

c) Minimum of 18 months years of IT experience.

d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC

hardware

installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

e) Mobile device management including IOS and Android devices, Enterprise encryption

solutions,

Windows PC/laptop management via Active Directory.

f) Proven analytical, troubleshooting and problem-solving skills.

g) Proven ability to multi-task, effectively determine priorities and meet SLA’s.

h) Excellent communication relationship-building and internal customer service skills.

i) Adaptable and flexible in a fast-changing industry and work environment.

j) Willing to work off-hours and weekends when required for projects or emergency support.

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 secure@hcltech.com for investigation.