Desktop Specialist

HCLTech; Ames (IA); On-site; USD 55,000 - 70,000; Full time

Job summary

HCL Technologies Limited in Ames, IA is seeking an experienced Field Operations Desktop Support Technician to join the Desktop Support team. You will partner with IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies, with coverage across both the main office and field locations.

The role requires travel to field sites with potential overnight stays, on-call duty, and occasional overtime.

Qualifications

• 5 years combined experience in IT field technologies and desktop support.
• Proficient in Mobile Device Management and Mobile Web Apps, iOS, etc.
• Advanced troubleshooting for Windows 10 and Office 365.
• General knowledge of Macs, Networking, and Azure MFA.
• Excellent customer service and problem-solving skills.

Responsibilities

• Provide primary desktop support for Windows OS, MDM, and video conferencing.
• Travel to field locations with overnight stays as needed.
• Document issues in Knowledge Base and ITSM with status updates.
• Rack and stack physical devices and install ethernet cabling.
• Troubleshoot networking, MACs, and device imaging.
• Follow safety protocols and incident processes.

Skills

Desktop support

IT field technologies

Analytical problem-solving

Teamwork & interpersonal skills

Business knowledge

Customer service

Tools

Active Directory

Microsoft Intune

Office 365

Azure MFA

Windows 10

Job description

Job Summary : Field Operations Desktop Support Technician Overview: This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to operating environment. This position is a field-based operations support position and will require supporting the main office as well as field locations. Due to the nature of this critical support role, on call and overtime may be required. Responsibilities for this position may include but are not limited to:

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems.
• Responsible for daily support to field locations in the surrounding area; requiring extensive travel and some overnight stays
• Ensures consistent processes, procedures and technologies are utilized across enterprise environment.
• Understand and follow direction provided by the team leads and managers of different products and towers.
• Document recurring issues in the Knowledge Base
• Document in detail case status and tasks / work completed with end users in the ITSM system
• Responsible for racking and stacking of physical devices
• Installing new ethernet cabling (Mass cabling requirements to be handled through a vendor)
• Basic Networking troubleshooting skills
• Perform MACD (move, add, change, delete) activities for end user LAN and voice devices
• Connect to device console and sharing screen through Microsoft teams/Webex
• Follow the critical incident process
• Follow required safety protocols and complete regular trainings on safety and compliance

Required Qualifications:

• Demonstrated background in one or more IT field technologies: Candidate should have 5 years combined experience and be proficient in supporting the following technologies:
  • Mobile Device Management and Mobile Web Apps, iOS, etc.
  • Active Directory Administration
  • Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
  • Microsoft Office 365 support and advanced troubleshooting.
  • Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
  • General knowledge/troubleshooting for Macs
  • General knowledge/troubleshooting for Networking
  • General knowledge of Microsoft Intune
  • Printers
  • Video Conferencing system support
  • Understand and troubleshoot Azure MFA
  • Desktop imaging
  • Strong customer service skills
• Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
• Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.
• Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cul