Desktop Support Technician

HCL Technologies Limited; Franklin Lakes (NJ); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

401(k) retirement plan

Paid time off

Job summary

HCL Technologies Limited is seeking a seasoned desk-side engineer to support customers with desktop, networked computers and peripherals. You will diagnose and resolve end-user issues, reimage systems and assist on IMACD activities, with hands-on involvement in data backup and systems administration tasks.

You will coordinate with ServiceDesk/Remote Desktop teams, manage incidents and service requests, and assist with procurement, asset inventory, and on-site setup for events and meetings.

Qualifications

• Experiences providing end-user desktop/laptop support and basic/network issues.

Responsibilities

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues.
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives.
• IMACD function including installation and decommission
• Backing up and restoring user data, settings and associated systems administration activities
• Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
• Assist on Incident and Problem management activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests using ticketing system
• Move equipment for escalated incidents and service requests
• Perform asset inventory, participate in upgrades, coordinate procurement
• Provide trade show planning and support, setup, test, training, logistics for workstation equipment
• Be available for On-call afterhours for Priority 1 & 2 Incidents
• Adhere to ticket SLA’s with customer
• Basic DHCP, DNS, IP addressing, sub netting and Wireless LAN/Ethernet config
• Support during Town Halls and meetings; Cisco/Avaya/Logitech/MS Teams Room experience
• Rack & Stack support for Server, Storage, Network & Firewall components
• Provide basic to intermediate support for IDF & MDF closets including UPS & cooling alerts
• Coordinate with Third Party Vendors for complex issues

Skills

Desk side support

Windows OS

Mac OS knowledge

Networking basics

ITSM familiarity

Education

High School Diploma or higher

CompTIA A+ cert or Apple Mac Certified Technician or MS Certification

Tools

ServiceNow

Freshservice

Job description

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

a) Desk side engineer for technical support for customers and their networked computers and peripherals

b) Interface with Senior Management, Company Board, Executives & VIP Users.

Duties include (but not limited to)

1. Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices
2. Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
3. IMACD function including installation and decommission
4. Backing up and restoring user data, settings and associated systems administration activities
5. Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
6. Assist on Incident and Problem management activities
7. Taking ownership of issues through to resolution on all appropriate requests
8. Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
9. Move equipment associated with escalated incidents and service requests
10. Performing asset inventory activities as needed
11. Recommends and/or performs upgrades on systems to ensure longevity
12. Works with procurement staff to purchase hardware and software
13. Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requests
14. Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.
15. Be available for Oncall support during afterhours as and when necessary for Priority 1 & 2 Incidents
16. Adhere to ticket response and resolution SLA’s as agreed upon with the customer
17. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
18. Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings. Desired experience on supporting Cisco, Avaya, Logitech or MS Teams Room
19. Smart hands support for Rack & Stack of Server, Storage, Network & Firewall components
20. Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & Cooling alerts, PDU’s, patch panel & structured cabling
21. If necessary & required liaise with Third Party Vendors & support for resolving complex or OEM related issues

Desired Experience:

• At least 7-10 years of experience in the field or in a related area required
• Strong Microsoft Operating System installation and troubleshooting skills, experience on Mac OS is an added advantage
• Knowledge of Mobile OS like iOS, iPadOS & Android
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivated
• Background security check required
• High School Diploma or higher degree is preferred but not a showstopper for ideal candidate
• Comp TIA A+ or Apple Mac Certified Technician or Microsoft Certified Desktop Support Technician is desired
• Knowledge & usage of at least one or more ITSM tools like Service Now, Fresh Service etc. will be preferred
• Ready to travel & support in a 5-10 mile Campus Radius

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.