Desktop Support Specialist

HCLTech; Jackson (TN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision

401(k) retirement plan

Paid time off

Paid holidays

Life insurance

Disability insurance

Employee assistance program

Job summary

HCLTech in Jackson, TN is seeking an experienced IT onsite support engineer to deliver deskside support, imaging, and troubleshooting for hardware and software. You will resolve network issues, configure printers and devices, and collaborate with vendors to ensure site IT stability.

Strong communication, ITIL process awareness, and hands-on experience with SCCM/Intune/AD/JAMF are essential. Some travel, on-call rotations, and site-wide IT project execution may be required.

Qualifications

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer.
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Experienced in Hands & feet support for Network and Datacentre Equipment/Devices.
• Strong desktop support knowledge including hardware, software, and networking concepts.
• Knowledge of Windows Image build process and SCCM deployments.
• Familiar with iOS, Android OS, rugged devices and support strategies.
• Experience with managed print services and enterprise printers; ITIL aware and process-driven.

Responsibilities

• Provide frontline customer support, including hardware and software troubleshooting.
• Troubleshoot network connectivity issues and diagnose hardware/software problems.
• Coordinate with IT vendors to keep the site up and running.
• Create documentation and KB articles; update stakeholders on critical issues.
• Be responsible for IT activities at the Jackson site and execute IT projects.

Skills

Deskside support

Windows 10 installation

Mac OS X troubleshooting

Network troubleshooting

Printer and device setup

Active Directory

Exchange/Office 365

Mobile device support

Excellent communication

Documentation skills

Tools

SCCM

Intune

AD

JAMF

ServiceNow

BMC Remedy

Bomgar

WebEx

Remote desktop tools

Job description

• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.
• Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
• Ensuring that the IT processes are adhered to
• Building and configuring shopfloor PCs as well as loading of critical software
• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Coordinates with IT vendors and ensures the site is up and running.
• Be proactive in reporting IT related issues, engage and escalate to right teams and stakeholders.
• Vendor coordination to resolve IT issues for all IT and OT technologies.
• Communicate and update to all stakeholders on critical items and issues related to IT.
• Be responsible for IT activities at site.
• Be responsible to execute IT related projects and deliverables at site.
• Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site.
• Improves and maintains customer and employee satisfaction
• Performing asset inventory activities as needed.
• Create documentation for processes and procedures of day-to-day work. Creating KB articles.
• Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications:

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.
• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
• Knowledge of windows Image build process and SCCM deployments
• Good knowledge on SCCM, Intune, AD and JAMF
• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
• Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc
• Experience in handling managed print services , corporate / network printers.
• Good understanding of Audio/Video equipment and conference room setup.
• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge.
• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
• Able to handle unforeseen situations.
• High level of acceptance
• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.
• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
• Handle operations and customer requirements as per process and agreed SOW.
• Possible rotational shifts.

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, and 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); and 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.