Administrator - Desk Side Services, AMT Asset Management Software

HCL Technologies Limited; San Diego (CA); Hybrid; USD 52,000 - 65,000; Full time

Job summary

HCL Technologies Limited in San Diego is seeking a DSS Technician to provide on-site and remote IT support for hardware, software, and network issues. The role includes asset inventory management, imaging devices, and AV setup for conferences.

The ideal candidate will have a Bachelor’s degree or equivalent IT/AV training, experience with ServiceNow, and strong customer service skills. Travel to client sites and lifting up to 50 lbs may be required, with freshers encouraged to apply.

Qualifications

• Bachelor’s degree or equivalent in IT or AV tech.
• Familiarity with ServiceNow ticketing system.
• Proven IT support experience in an office environment.
• Strong problem-solving and attention to detail.
• Ability to lift up to 50 lbs and travel to client sites.
• Freshers welcome with high learning curve for the role.

Responsibilities

• Provide on-site and remote technical support for hardware, software, and network issues.
• Manage asset inventory and maintain records of IT equipment.
• Image and refresh computers and devices to keep them up-to-date.
• Troubleshoot printers, software errors, and network problems.
• Set up and troubleshoot AV equipment including projectors and conferencing systems.
• Support live events by operating AV systems and resolving issues.
• Collaborate with senior technicians to improve support processes.
• Deliver excellent customer service and address inquiries promptly.
• Maintain records of support requests and resolutions.

Skills

IT support

ServiceNow

Printer issues

Networking

AV equipment

Customer service

Remote support

HIPAA knowledge

Education

Bachelor's degree

Tools

Asset mgmt software

Job description

• Provide on-site and remote technical support to users, addressing IT issues related to hardware, software, and network connectivity.
• Manage asset inventory, including tracking, updating, and maintaining records of IT equipment.
• Perform imaging and refreshing of computers and other devices to ensure they are up-to-date and functioning properly.
• Troubleshoot and resolve common IT issues, such as printer problems, software errors, and network connectivity issues.
• Assist in the setup, maintenance, and troubleshooting of audio and video equipment, including projectors, microphones, and video conferencing systems.
• Support live events by operating AV systems and addressing any technical issues that arise.
• Collaborate with senior technicians and IT staff to resolve complex issues and improve support processes.
• Provide excellent customer service by addressing client inquiries and concerns promptly and professionally.
• Maintain accurate records of support requests, resolutions, and equipment maintenance.

Skill Requirements

Job description:

Job Summary

DSS Technician

Key Responsibilities

• Provide on-site and remote technical support to users, addressing IT issues related to hardware, software, and network connectivity.
• Manage asset inventory, including tracking, updating, and maintaining records of IT equipment.
• Perform imaging and refreshing of computers and other devices to ensure they are up-to-date and functioning properly.
• Troubleshoot and resolve common IT issues, such as printer problems, software errors, and network connectivity issues.
• Assist in the setup, maintenance, and troubleshooting of audio and video equipment, including projectors, microphones, and video conferencing systems.
• Support live events by operating AV systems and addressing any technical issues that arise.
• Collaborate with senior technicians and IT staff to resolve complex issues and improve support processes.
• Provide excellent customer service by addressing client inquiries and concerns promptly and professionally.
• Maintain accurate records of support requests, resolutions, and equipment maintenance.

Skill Requirements

• Bachelor’s degree or equivalent industry experience and or technical certifications or coursework in IT or AV technology is a plus.
• Familiarity with ServiceNow ticketing system
• Proven experience in providing IT support in an office environment.
• Strong problem-solving skills and attention to detail.
• Basic understanding of audio and video equipment and their functions.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Willingness to travel to various client locations as needed.
• Ability to lift and carry equipment up to 50 lbs.
• Note: Freshers from a technical education background with at least one year experience are encouraged to apply. They would need to demonstrate a very high learning curve for this role.

Other Requirements

• Familiarity with video conferencing platforms and common office tools and operating systems.
• Basic knowledge of networking and cabling.
• Experience with asset management software and IT service management tools.
• Familiarity with lifesciences or healthcare / pharma environment and thus familiarity with HIPAA standards