Desktop Support Specialist

HCLTech; Town of Florida (NY); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

401(k) retirement plan

Paid time off

Performance-based bonuses

Job summary

A technology services company seeks an IT support specialist in New York to troubleshoot and resolve end-user IT issues across various devices. Responsibilities include coordinating installations, managing service requests, and maintaining quality execution of operations. This position requires excellent troubleshooting skills and effective communication with users and third parties. Benefits include medical and retirement plans, along with paid time off.

Qualifications

• Experience with IT devices including PCs, mobile phones, and printers.
• Ability to coordinate and plan installation processes.
• Strong communication skills to liaise with users and third parties.

Responsibilities

• Troubleshoot and resolve end users' IT issues.
• Coordinate installations and de-installations for IT equipment.
• Maintain high-quality service execution for IMACs.

Skills

Troubleshooting

Coordination

Communication

Documentation

Job description

• 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

Compensation and Benefits

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.

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.