Executive Desktop Support Specialist

HCLTech; Palo Alto (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

HCLTech is seeking an experienced IT Help Desk professional in Palo Alto, CA to deliver hands-on end-user support for desktop, laptop, and mobile devices. You will triage issues, teach users, and develop effective solutions to common challenges with Office products and capabilities.

Responsibilities include hardware repair, OS/app support, system reimaging, and coordinating with IT teams to resolve problems and implement upgrades.

Qualifications

• Must possess a professional demeanor and strong customer service/consulting/training skills.
• Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area.
• Basic understanding of networks, Intel servers and telecoms.
• Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets.
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint).
• Strong problem solving and critical thinking skills.
• Strong written and verbal communication skills.
• Must be self-motivated and the ability to work independently with minimal supervision.
• Must have excellent time management skills.
• Must be detail and process oriented.
• Ability to walk long distances across large facilities.
• Must be able to pass a background security check.
• Valid driver's license and reliable transportation.

Responsibilities

• Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions.
• Help improve end user's productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities.
• Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices.
• Provide operating system and application support to diagnose and resolve unique, non-recurring problems.
• Reimage systems as required.
• Identifies potential escalations and proactively alerts management as needed.
• Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified.
• Recommend and/or performs upgrades on systems.
• Work with procurement staff to purchase hardware and software.
• Complete installation and testing of computers and peripherals within established standards and guidelines.
• Provide basic support for mobile devices and printers.
• Provide primary support to executive users.
• Ensures configuration and inventory management database entries are complete and accurate.
• Provides time / resource estimates for assigned tasks including time tracking activities.
• Local travel as needed.
• Perform other duties as assigned.

Skills

Customer service

Troubleshooting

Hardware repair

Microsoft Office

Time management

Communication

Background check

Driver's license

Field experience

Tools

Service Now

Smart IT

IT connect

Job description

HCLTech is seeking an experienced IT Help Desk professional in Palo Alto, CA to deliver hands-on end-user support for desktop, laptop, and mobile devices. You will triage issues, teach users, and develop effective solutions to common challenges with Office products and capabilities.

Responsibilities include hardware repair, OS/app support, system reimaging, and coordinating with IT teams to resolve problems and implement upgrades.