Desktop Support Technician

HCL Technologies Limited; Oklahoma City (OK); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid time off (PTO)

10 paid holidays per year

Employee assistance program

Job summary

HCL Technologies Limited in Oklahoma City seeks a Technical Support Engineer to provide day-to-day desktop support for end users, diagnosing and resolving issues on Windows PCs and hardware, and deploying end-user devices from tablets to desktops.

You will work with the Site Lead to manage onboarding and offboarding, log tickets in ServiceNow, and ensure SLA adherence while documenting knowledge for future reference.

Qualifications

• Proven work experience as a Technical Support Engineer or Desktop Support Engineer.
• Proven experience with Windows/Mac OS environments.
• Ability to diagnose and troubleshoot technical issues and provide step-by-step help.

Responsibilities

• Provide day to day desktop support to End Users and diagnose issues.
• Researching, diagnosing, trouble shooting and identifying solutions for Windows and hardware.
• Build and deploy end user hardware from tablets to desktops.
• Take ownership of tickets using ServiceNow and keep SLAs.
• Document knowledge in notes and manuals and follow up with clients.

Skills

Problem solving

Communication skills

Interpersonal skills

Troubleshooting hardware

Windows OS knowledge

Mac OS knowledge

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow

SCCM/OS deployment tools

Active Directory

VPN applications

Windows Imaging/OS deployment

HP OpenView

Intune/Azure AD

Job description

Provide day to day desktop support to the End Users. Researching, diagnosing, trouble shooting and identifying solutions to resolve system issues on Laptop and Desktops on both OS & Hardware.

Maintaining stock levels of equipment and inventories

Building and deploying end user hardware; from tablets and phones through to laptops and desktops.

Working closely with wider team and Site Lead to manage starters and leavers in local sites.

Taking a proactive ownership of Tickets and Tasks assigned using ServiceNow.

Asking customers targeted questions to quickly understand the root cause of the problem.

Track computer system issues through to resolution, within agreed SLAs.

Providing support to Associates through a series of actions, email or chat, until they’ve solved a technical issue.

Properly escape unresolved issues in a timely manner to appropriate internal teams (e.g. security/network/systems teams)

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Document technical knowledge in the form of notes and manuals

Maintain jovial relationships within the team and customers

Technical Skills:

Good knowledge of Windows client OS’ including, Windows 8 & 10.

Knowledge of Windows Imaging/OS deployment using tools like WDS/MDT/SCCM/AutoPilot.

Knowledge of Azure, especially intune and AAD.

Experience of data center management, including tape back up management.

Hands-on experience on Hardware Troubleshooting skills and log the call with Vendor for hardware replacement.

Knowledge on SCCM, Encryption software, VPN applications

Good knowledge on system troubleshooting and application troubleshooting (Event log check, disk space checks and error/failure logs etc).

Good knowledge of Active Directory (DHCP, DNS and OU/GPO).

Good Knowledge of Macintosh platform and application installation.

Good knowledge of Microsoft Office Products (Office-365/Office 2013).

Good knowledge of Network concepts (VLANs, VPN, LAN, WAN & Wi‑Fi)

Basic skills on Printer support.

Conference Room Audio & Video support.

Good interpersonal skills.

Worked on ticketing tool eg SNOW, HP OpenView.

Requirements

Proven work experience as a Technical Support Engineer or Desktop Support Engineer

Proven experience with Windows/Mac OS environments.

Good understanding of computer systems, mobile devices and other tech products.

Ability to diagnose and troubleshoot technical issues.

Excellent problem-solving and communication skills.

Ability to provide step-by-step technical help, both written and verbal to non-technical staff

Graduate in Information Technology, Computer Science or relevant field

Additional certification in Microsoft or similar technologies is a plus

A+ or similar certification

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.