Desktop Support Technician

HCLTech; Tyler (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Pharmacy Benefits

Life Insurance

AD&D Insurance

Disability Insurance

401(k) Retirement Plan

Paid Time Off

Paid Holidays

Job summary

HCLTech in Tyler, Texas seeks a Technical Support Engineer to deliver daily desktop support for end users, troubleshoot hardware and software on Windows and Mac systems, and deploy devices from tablets to desktops.

The role requires handling ServiceNow tickets, coordinating with the site team on onboarding/offboarding, and maintaining clear customer communication while documenting knowledge for future use.

Qualifications

• Proven work experience as a Technical Support Engineer or Desktop Support Engineer
• Experience with Windows/Mac OS environments
• Ability to diagnose and troubleshoot technical issues
• Graduate in Information Technology or Computer Science; A+ certification a plus

Responsibilities

• Provide day to day desktop support to End Users
• Maintaining stock levels of equipment and inventories
• Building and deploying end user hardware from tablets to desktops
• Taking a proactive ownership of Tickets and Tasks using ServiceNow
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Skills

Windows OS

Mac OS

Troubleshooting

Communication

Active Directory

Networking basics

Printer support

SNOW

Education

Bachelor's degree in Information Technology or Computer Science

A+ Certification

Tools

ServiceNow

HP OpenView

WDS

MDT

SCCM

AutoPilot

Azure Intune

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 escalate 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 on 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.