Desktop Support Specialist

HCL Technologies Limited; Covington (LA); On-site; USD 42,000 - 68,000; Full time

Job summary

HCL Technologies Limited is seeking an experienced Desktop Support Technician for field-based operations. The role supports Windows OS, MDM, and video conferencing across field sites with extensive travel and overnight stays.

You will document issues in the ITSM system, follow procedures, and assist with networking and device rack/stack tasks while adhering to safety and compliance trainings.

Qualifications

• 5 years combined experience in IT field technologies.
• Proficient in Mobile Device Management and Active Directory administration.
• Strong Windows 10 troubleshooting and Office 365 support.
• Hardware troubleshooting and Mac knowledge for end-user devices.

Responsibilities

• Provide primary desktop support for Windows OS, MDM, and video conferencing.
• Travel to field locations; extensive travel and some overnight stays.
• Document issues in the ITSM system and maintain knowledge base entries.
• Rack and stack of physical devices and install ethernet cabling with vendor coordination.
• Assist in basic networking issues and MACD activities for end users.
• Follow safety protocols and participate in required trainings.

Skills

Desktop Support

Windows OS

Mobile Device Management

Video Conferencing

Networking

ITSM

Tools

ITSM System

Knowledge Base

Microsoft Teams

Webex

Job description

Overview: This position is for an experienced technician on the Desktop Support team responsible for partnering with both Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to. This position is a field-based operations support position and will require supporting the field plants in Ames, IA and surrounding locations. Due to the nature of this critical support role, on call and overtime may be required.

Job Responsibilities

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
• Understand and follow direction provided by the team leads and managers of different .
• Document recurring issues in the 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

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
• Follow required safety protocols and complete regular trainings on safety and compliance
• 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

Skill Requirement

• 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