IT Support

HCLTech; Clayton (MO); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading IT services company is seeking a Support Specialist IT in Clayton, Missouri. This role focuses on providing end-user support and ensuring the delivery of IT services as per service levels. Responsibilities include incident and request management, second-tier support for PC and peripherals, and handling hardware requests. Candidates should have strong customer service skills and experience with MS Windows and Office products. Optional certifications in ITIL and Asset Management are valued.

Qualifications

• Ability to complete assignments without direct supervision.
• Familiarity with network concepts and diagnostics.

Responsibilities

• Incident management and request management.
• Provide second-tier support to local end users.
• Handle end-user hardware requests and coordinate delivery.

Skills

Customer service skills

Microsoft Windows 10

MS Office (2013 and later)

Dell laptops

Troubleshooting connectivity

Tools

ServiceNow

Job description

The Support Specialist IT provides support to the Customers End-users in using their IT equipment, applications and services, and contributes to maintaining and operating our End User Services (EUS) Onsite deliveries as per agreed Service Levels.

Overview

Job summary and responsibilities for the Support Specialist IT are focused on providing end-user support and ensuring delivery of End User Services (EUS) Onsite according to service levels.

Responsibilities

• Incident management, Request management, Change management, Knowledge management and Access rights management.
• Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problems. Identifies, researches, and resolves technical problems to ensure timely resolution as per SLA.
• Perform incident resolutions and request fulfilment and support end users on a variety of issues.
• Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection.
• Service end-user requests at the IT Service Spot.
• Treatment of tickets and requests from end-users for all Deskside related support.
• Handling end-user hardware requests including coordination of delivery and pick-up.
• Deploy/return/retire equipment (laptops, etc.) in IT Equipment.
• RMA follow-up of defective hardware (laptops, smartphones, conference devices, etc.) with suppliers.
• Handling mobile telephony related requests.
• Diagnosing and resolving issues at the IT Service Spot.
• Roll-out and coordination of fleet replacement (laptop, desktop).

Qualifications

• Excellent customer service skills.
• Completes assignments without direct supervision and is a good team player.
• Experience with Microsoft Windows 10, MS Office products (2013 and later), Dell laptops, printers and peripherals.
• Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity.
• Experience with an enterprise level ticketing system; ServiceNow experience is a plus.

Other Requirements

• Itil Foundation Certification (Optional but Valuable).
• Certification In Asset Management (Optional but Valuable).