Walk-Up IT / Deskside Support

HCL America Inc; Melvindale (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

HCL America Inc is seeking an IT support specialist to provide customer service support at various locations. Your role will involve offering direct face-to-face support, diagnosing and resolving IT issues, and performing hardware repairs.

Candidates must possess excellent communication and problem-solving skills, with a professional demeanor and a strong understanding of IT systems. This position is based in Melvindale, Michigan, and is not offering relocation assistance.

Qualifications

• Strong customer service and training skills.
• Experience troubleshooting desktop and laptop hardware.
• Self-motivated with excellent time management skills.

Responsibilities

• Provide world-class end-user support.
• Diagnose and resolve IT problems.
• Perform hardware break/fix support.

Skills

Customer service skills

Strong problem solving

Microsoft Office skills

Strong Break/Fix skills

IT troubleshooting

Tools

Ticketing systems (BMC, SNOW, RequestCenter)

SCCM

Video conferencing tools

Job description

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 127,000+ ‘Ideapreneurs’ working in 43 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Job Description

Do your friends and family call you for IT help? Do you have great customer service skills?

HCL America is looking for individuals for our expanding team to provide world class customer service support at walk-up IT locations and at user's desks to assist with their IT needs.

Job Duties

• 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

Requirements

• 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 experience of IT with 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

What will make a candidate stand out

• Experience with ticketing systems (BMC, SNOW, RequestCenter etc.)
• Experience working with executives
• Experience with iOS
• Certifications: Hardware such as A+ or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP
• Experience performing remote control of PCs and video conferencing knowledge
• SCCM experience

Relocation assistance is not available.

Additional Information

All your information will be kept confidential according to EEO guidelines.