Job details

Desktop Support Specialist - job 4 of 4

Job Title: Desktop Support Technician

Job Type: Full Time/Permanent

Job Location: Tampa FL

About HCL:

HCL America Inc has a strong base in the United States over 30 Years having 15+ Delivery Centers with Services provided to 500+ Customers. Innovation Labs at Redmond, Dallas, Rochester and Cary provide wide range of learning to employees and services to Customers.

HCL is hiring Entry Level candidates to help you get an opportunity to launch your professional career with a leading technology company. We believe that if you enjoy self-development and collaboration while seeking to earn while learning and growing, HCL America has great opportunities for you.

RESPONSIBILITIES:

Responsibilities and Qualifications

· On-site Support Services including but not limited to; desk-side support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix*

· Ensuring all Incidents/Requests are met within the agreed service targets.

· Proactively monitors pending tickets and Performs installs, moves, adds and changes (IMAC) as required.

· Provides face to face end user support and troubleshoot issues for IT products and services.

· Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems.

· Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices.

· Performing asset inventory/stock related activities as needed.

· Taking ownership of issues through to resolution on all appropriate requests.

· Ensuring all Incidents/Requests are met within the agreed service targets

· To provide hands and feet support to another Infrastructure support.

· Providing on-site cover as part of a shift arrangement, covering off all areas of support.

· Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

· Orients new joiners on EUC systems.

· Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.

· Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager.

· Act as interface for other delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.

· Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.

· Provide On-call support if required outside business hours on a rotational basis 2.2 Health and Safety Responsibilities:

· Comply with the provincial OHS Act, Regulations and Code.

· Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.

· Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc

· Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security.

· Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides

· Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues..

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits: