Field Operations Desktop Support

HCLTech; Ames (IA); On-site; USD 50,000 - 70,000; Full time

Job summary

HCLTech in Ames, IA seeks an experienced Desktop Support Technician to partner with IT design teams and Level 1 Service Desk to support core infrastructure and desktop technologies in a field-based environment. This role requires travel to field plants in Ames and surrounding locations with possible overnight stays.

You will provide primary desktop support for Windows OS, MDM, and video conferencing systems, with on-call duties and overtime as needed.

Qualifications

• 5+ years combined experience in IT field technologies.
• Proficient in Mobile Device Management and Mobile Web Apps (iOS, etc.).
• Active Directory Administration and Windows 10 troubleshooting.
• Microsoft Office 365 support and advanced troubleshooting.
• Hardware troubleshooting with the ability to distinguish hardware vs. software issues.
• General knowledge/troubleshooting for Macs and Networking.
• Experience with Microsoft Intune and printers.
• Video Conferencing system support and Azure MFA troubleshooting.
• Strong customer service, analytical and problem-solving skills.

Responsibilities

• Primary desktop support for Windows OS, MDM infra, and VC systems.
• Travel to field locations in Ames, IA area with occasional overnight stays.
• Ensure consistent processes and technologies across the enterprise.
• Document recurring issues in knowledge base and ITSM updates.
• Rack and stack devices and install ethernet cabling per vendor guidance.
• Perform MACD activities for end-user LAN and voice devices.
• Connect to device console and share screen via Teams/Webex.
• Follow the incident process and safety trainings.

Skills

Mobile Device Management

Active Directory

Windows 10 Troubleshooting

Office 365

Networking Basics

Hardware Troubleshooting

Video Conferencing

Azure MFA

Printers

Intune

Mac Troubleshooting

Customer Service

Tools

Microsoft Teams

Webex

Job description

Key Responsibilities

This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to operating environment. This position is a field-based operations support position and will require supporting the field plants in Ames, IA and surrounding locations. Due to the nature of this critical support role, on call and overtime may be required. Responsibilities for this position may include but are not limited to: Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems. Responsible for daily support to field locations in the surrounding area; requiring extensive travel and some overnight stays Ensures consistent processes, procedures and technologies are utilized across enterprise environment. Understand and follow direction provided by the team leads and managers of different products and towers. Document recurring issues in the Knowledge Base Document in detail case status and tasks / work completed with end users in the ITSM system Responsible for racking and stacking of physical devices Installing new ethernet cabling (Mass cabling requirements to be handled through a vendor) Basic Networking troubleshooting skills Perform MACD (move, add, change, delete) activities for end user LAN and voice devices Connect to device console and sharing screen through Microsoft teams/Webex Follow the critical incident process Follow required safety protocols and complete regular trainings on safety and compliance Required Qualifications: Demonstrated background in one or more IT field technologies: Candidate should have 5 years combined experience and be proficient in supporting the following technologies: Mobile Device Management and Mobile Web Apps, iOS, etc. Active Directory Administration Windows 10 Operating System advanced troubleshooting; proficient using Windows registry Microsoft Office 365 support and advanced troubleshooting. Hardware troubleshooting with the ability to pinpoint hardware vs. software issue General knowledge/troubleshooting for Macs General knowledge/troubleshooting for Networking General knowledge of Microsoft Intune Printers Video Conferencing system support Understand and troubleshoot Azure MFA Desktop imaging Strong customer service skills Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Abili

Job description: Job Summary

This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to operating environment. This position is a field-based operations support position and will require supporting the field plants in Ames, IA and surrounding locations. Due to the nature of this critical support role, on call and overtime may be required. Responsibilities for this position may include but are not limited to: Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems. Responsible for daily support to field locations in the surrounding area; requiring extensive travel and some overnight stays Ensures consistent processes, procedures and technologies are utilized across enterprise environment. Understand and follow direction provided by the team leads and managers of different products and towers. Document recurring issues in the Knowledge Base Document in detail case status and tasks / work completed with end users in the ITSM system Responsible for racking and stacking of physical devices Installing new ethernet cabling (Mass cabling requirements to be handled through a vendor) Basic Networking troubleshooting skills Perform MACD (move, add, change, delete) activities for end user LAN and voice devices Connect to device console and sharing screen through Microsoft teams/Webex Follow the critical incident process Follow required safety protocols and complete regular trainings on safety and compliance Required Qualifications: Demonstrated background in one or more IT field technologies: Candidate should have 5 years combined experience and be proficient in supporting the following technologies: Mobile Device Management and Mobile Web Apps, iOS, etc. Active Directory Administration Windows 10 Operating System advanced troubleshooting; proficient using Windows registry Microsoft Office 365 support and advanced troubleshooting. Hardware troubleshooting with the ability to pinpoint hardware vs. software issue General knowledge/troubleshooting for Macs General knowledge/troubleshooting for Networking General knowledge of Microsoft Intune Printers Video Conferencing system support Understand and troubleshoot Azure MFA Desktop imaging Strong customer service skills Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Abili

Key Responsibilities

Preferred Qualifications

Support Certifications, desired:

• Microsoft Certified Professional
• Microsoft Certified Technology Specialist

Skill Requirements

Required Qualifications:

• Demonstrated background in one or more IT field technologies: Candidate should have 5 years combined experience and be proficient in supporting the following technologies:
• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office 365 support and advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Macs
• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune
• Printers
• Video Conferencing system support
• Understand and troubleshoot Azure MFA
• Desktop imaging
• Strong customer service skills