Hardware Support Specialist

HCLTech; City of Syracuse (NY); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

401(k) retirement plan

10 days of paid time off per year

10 paid holidays per year

Job summary

A technology services provider is seeking an IT Support Specialist in Syracuse, NY, to provide second-line support and troubleshoot various end-user devices. Responsibilities include resolving technical issues, managing customer requests, and collaborating with users to ensure timely service delivery. Suitable candidates should have strong customer service skills and experience in desktop support. The role offers competitive pay and a robust benefits package including medical and 401(k).

Qualifications

• Experience with desktop support and customer service.
• Ability to manage multiple end-user requests effectively.
• Knowledge of hardware components and software troubleshooting.
• Familiar with ticketing systems and SLA adherence
• Willingness to provide on-site support and travel between sites
• Asset inventory and IT equipment handling experience

Responsibilities

• Provide second-line IT support to the business community.
• Accurately test and resolve end-user technical issues.
• Categorize and prioritize support requests using a ticketing system.
• Perform asset inventory activities as needed.
• Travel to remote offices and provide on-site cover as required
• Move equipment safely following health and safety guidelines

Skills

Troubleshooting and resolving software issues

Customer service skills

OS Imaging/reimaging

Technical documentation

On-site support

Asset inventory

Job description

Have own vehicle to drive to different locations and support end Users

• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Support inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
• Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
• Providing daily ticket updates to ensure users are fully updated on updates
• Move equipment associated with service requests, inline with health and safety guidelines
• Performing asset inventory activities as needed
• End user training and guidance on the use of hardware and software
• Recommends and / or performs upgrades to end user devices

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.