Desktop Support Specialist

Responsibilities:-

• Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
• Receive, stock, ship/install hardware (computers and peripherals) from their site to users at their site or stationed remotely.
• Ensuring AMDB/CMDB accuracy is maintained based on device status for the site(s).
• Smart hands support for infrastructure devices.
• Troubleshooting network connectivity issues following instruction and guidance from L2/L3 teams.
• Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
• Coordinates with respective IT OEM vendors in case of hardware related issues on computers.
• Create documentation for processes and procedures of day-to-day work. Creating KB articles.
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc.
• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.

Required Skills / Qualifications:

• Minimum 5yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Strong experience in troubleshooting Office suite, MS office, O365 (Outlook, Word, Excel, PowerPoint etc).
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.
• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
• Knowledge of windows Image build process and SCCM deployments, Autopilot and InTune.
• Understanding of concept of Active Directory, Azure AD, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge.
• Strong Customer service skills
• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.

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_hidden*** for investigation.