Desktop Support Technician

HCLTech; Marysville (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

HCLTech is seeking a Desktop Support Technician to serve as the single point of contact for IT support issues. The role collaborates with end users, the service desk, and the team lead to resolve incidents and fulfill requests across the site.

Responsibilities include high customer service, deskside support, ticket management in SNOW, and ownership of issues through resolution or escalation. Strong Windows, Office 365, and AV support experience is preferred.

Qualifications

• A+ certification and CCNA required.
• 2+ years of experience in Microsoft Windows and network troubleshooting.
• Strong interpersonal and effective communicator skills.
• Excellent analytical and problem-solving abilities.
• Excellent time management and organization skills.
• Experience with Office 365 and ServiceNow preferred but not required.
• Familiar with PC imaging tools and remote control tools.
• Experience with Audio/Visual equipment used in conference rooms.

Responsibilities

• Provide high level of customer service.
• Provide phone and deskside support to end users across the site.
• Utilize the SNOW ticket tracking system to categorize, prioritize and elevate issues as necessary.
• Take ownership of issue/request through resolution or escalation.
• Analyze hardware and software problems and perform troubleshooting per procedures.
• Perform hardware and software setup, configuration, and testing per standards; maintain documentation.

Skills

Windows troubleshooting

End-user support

Strong communicator

Time management

Education

A+ Certification

CCNA

Tools

ServiceNow

Office 365

PC Imaging Tools

Remote control tools

AV equipment

Job description

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

Responsibilities:

• Provide high level of customer service
• Provide phone and deskside support to end users across the site
• Utilize the SNOW ticket tracking system to categorize, prioritize and elevate issues as necessary
• Take ownership of issue\request through resolution or escalation
• Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
• Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation

Additional Responsibilities:

• Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
• Ensure that work is carried out within agreed Service Levels. (SLA's)
• Client on-boarding, transfers, and off-boarding efforts
• Maintain high level of accuracy of AMDB
• Availability during weekend and after hours as per rotational roster
• Finish Projects (asset refresh etc) in a timely manner
• Work on IMACDs and off hours move requests
• Work with the team lead to make the team lead successful and be a great team player
• Help users facing issues with Mobile Devices
• Show urgency in helping C – suite users and provide exceptional service

Qualifications:

• A+ certification and CCNA required
• 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
• Strong interpersonal skills and thoughtful and effective communicator
• Excellent analytical and problem-solving skills
• Excellent time management and organization skills
• Strong written and oral communication skills
• Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary
• Working knowledge/experience with PC Imaging Tools.
• Working knowledge/experience with diagnosis and remote control tools.
• Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.

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.

Compensation and Benefits

• A candidate’s pay within the range will depend on their work location, 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.