Deskside Support Technician

HCL Technologies Limited; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

medical

dental

vision

pharmacy

life

accidental death & dismemberment

disability insurance

employee assistance program

401(k) retirement plan

10 days PTO per year or unlimited PTO

10 paid holidays per year

Job summary

HCL Technologies Limited is seeking a skilled Helpdesk professional to diagnose and resolve hardware, software, and network issues for end users. The role emphasizes strong communication, problem solving, and adherence to SLAs in a dynamic support environment.

Responsibilities include incident classification, first-contact resolution, escalation to resolution owners, and end-to-end ticket lifecycle management with clear documentation and customer updates.

Qualifications

• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following: Windows Operating systems; Clients: Windows7/Windows Vista/XP/2000; Servers: Windows 2000/2003/2008; Knowledge of Active Directory, Exchange 2003/2007; ITSM ticketing tools; Remote desktop tools; MS Office Suite; VPN and remote dial-in; Laptop/desktop/printer support; PDA/Blackberry support; Desktop applications like WinZip.

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for end users.
• Classify Service Calls and route to appropriate support teams.
• Coordinate with level 3 and support staff for problem resolution.
• Document problems and resolutions in SOAR and track SLA.
• Respond to calls/emails/messages and follow up until resolved.
• Diagnose problems via discussion with users, logs, and research.
• Troubleshoot remote connectivity issues using remote access tools.
• Identify, evaluate and prioritize customer problems and complaints.
• Participate in ongoing training and development.
• Maintain quality of incident documentation and calls.

Skills

Customer-focused

Troubleshooting remote access

Clear speaking

Interpersonal skills

Empathy

Team player

Professional conduct

Business understanding

Good writing (English)

Education

A+

Tools

Remedy

HP Service Center

Peregrine Service Center

SMS

Bomgar

WebEx

Live Meeting

Windows Native tools

MS Office Suite

VPN

Active Directory

Exchange 2003/2007

Job description

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options

Route problems to 3rd level IT support staff using knowledge base articles

Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.

Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's

Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps

Troubleshoot client software and basic network connectivity problems remotely using remote access tools

Identify, evaluate and prioritize customer problems and complaints

Participate in on-going training and departmental development

Maintain quality standards for incident documentation and phone calls

Skills

• Customer-focused
• Thorough knowledge of troubleshooting remote access issues
• Able to articulate and speak with clear voice
• Diplomatic and must have interpersonal skills
• Able to understand the business’s objectives
• Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
• Must have empathy with end users
• Team player
• Professional code of conduct
• Must have a good understanding of the organization
• Must have basic technical knowledge of all technology used for the business processes.
• Able to deal with stress
• Good writing techniques (English)

Classify Service incidents according to the specified options

Execute 1st attempt to solve the Service Incident

Refer Service Incident to the appropriate Resolution Owner Support Group

Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).

Escalate to the appropriate management level when thresholds are violated.

Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.

Report about Service incidents

Communicate response times for dispatched tickets to the customers.

Manage the entire service request process ensuring adherence to SLA

Execute service requests such as setting up NT/Outlook accounts as per the SLA

Process and send IT reports

Required Experience, Skills and Qualifications

Technical helpdesk or technical call center experience is necessary.

Disciplined, systematic problem-solving skills required.

Hands-on work experience with the following:

• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• VPN and remote dial-in user s
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Experience

• Helpdesk: 1 year (Required)
• A+

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
• 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)
• 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 [e-mail] for investigation.