Desktop Support Specialist

HCLTech; Irvine (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech is seeking an IT Support Technician in Irvine, CA to handle IMACD tasks, PC setup, and end-user IT support across Windows, Mac, and mobile devices.

You will use ServiceNow for ticketing, manage AD/GPO/SCCM, and ensure knowledge articles are up to date. Strong communication and documentation skills are essential for success in this role.

Qualifications

• Experience deploying and configuring desktop OS and software.
• Ability to provide end-user IT support across devices and printers.
• Familiarity with IMACD processes and enterprise IT operations.

Responsibilities

• Troubleshoot End users IT issues across desktops, tablets, phones, and printers.
• Manage IMACD requests and coordinate with IT functions.
• Plan and schedule IMACDs at customer sites to meet SLAs.
• Document processes and update knowledge articles for repeat issues.
• Provide or oversee installations, moves, adds, changes, and disposal of EUC equipment.

Skills

Ability to disconnect/reconnect

Remote desktop expertise

PC equipment delivery/setup

Apple OS X familiarity

Printer support

Strong troubleshooting

Documentation & knowledge articles

Imaging & reimaging Windows

Office suite proficiency

IMACD experience

Site surveys & planning

Tools

Windows OS

MS Office

O365

Mac OS

ServiceNow

Active Directory

GPO

SCCM

Imaging tools

Job description

Certification : A+ Hardware, Microsoft (preferred), ITIL (Preferred) , CCNA (preferred)

Hardware Support : PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones,

Video Conference Rooms Devices (Audio & Video)

Tools : Windows OS, MS Office, O365, Mac OS (preferred)

Ticketing System : ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management)

Others : Excellent Communication - soft skills (read, write & speak)

Skillset

• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment
• Ability to use remote desktop connectivity applications
• Delivery and setup of PC equipment to end-users.
• Functionally capable with Apple OS X
• Strong client-side remote access troubleshooting skills
• Demonstrate strong skills supporting printers in an enterprise environment
• Advanced knowledge of client-side management tools - Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
• Hands on experience with Imaging, reimaging Windows Operating system for Desktop, Laptops
• Advanced level skills in the Microsoft Office Suite:
• Word, Excel, PowerPoint, Outlook configuration issues with Exchange
• Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools
• Strong software installation and support skills
• Disciplined, systematic problem solving skills required
• Safely move equipment point to point using wheeled carts and vehicles
• IMACD & Asset Inventory experience
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
• Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
• Ability to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhone)
• Demonstrated proficiency in Microsoft OS and Microsoft application.
• Demonstrated proficiency for installation of desktop software and troubleshoot
• Working knowledge of Microsoft Active Directory and GPO
• Strong troubleshooting skills
• Significant, demonstrated experience with Microsoft Windows operating systems
• Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98
• Servers: 2012, 2008 r2, 2008, 2003, 2000

The Technician need to have experience in IMACD tasks listed below

(IMACD = Install Move Add Change Dispose )

• Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in user’s environment
• Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.
• Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites;
• Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and
• Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.
• Recrate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation;
• Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular basis;
• Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization
• Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or elevate same appropriately;
• Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users;
• conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s);
• Coordinate any physical space requirements as determined during the Site survey review;
• Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC;
• Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.
• Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures;
• Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location;
• Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT
• Cancel Network Transport Services that are no longer required after completing the IMACD

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.

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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.