Desktop Support Specialist

DSS – Deskside Support Position

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment.

Desired Skills & Experience

Responsibilities:

● Image and install software on Windows, (installations, moves, additions, and changes).

● Troubleshoot post deployment issues on multiple computer platforms: Windows, mobile devices

● Printer break-fix and installation

● Disposal, redeployment and Asset reclaim

● Shipping coordination

● Data Backup and Data Recovery coordination

● Hardware Refresh

● Warranty and Out-of-warranty repair and replacement

● Depot Services

● Walk Up Support

● Spare parts management

● Executive (VIP) Support

● Audio and Video Support including Health Checks

● Inventory and Asset Management – Depot Operations

● Coordinate with external vendors for dispatch support

● Identify and resolve hardware and software application conflicts

● Open and close service requests via ServiceNow, as well as managing the classification, assignment, tracking, and completion of requests or incidents

● Ensure that hardware is properly assigned and updated into our management system

● Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment

● Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware

● Ensure that resolutions are consistent with company standards and policies

Requirements/Qualifications:

● Prefer 3-5 years IT experience, including technical training

● Knowledge of Windows and Microsoft Office suite of applications

● Experience with imaging windows 11 OS.

● Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)

● Networked printer experience (queue creation, server maintenance, etc.)

● Experience in using PC-based word processing, presentation, and e-mail software preferred

● Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use preferred functions.

● Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations

● Outstanding customer service and interpersonal skills

● Excellent organizational skills and ability to prioritize tasks among many competing requests

● Experience working in or supporting end-users in a Desk Side Support role.

● MCP and or A+ Certifications

● Aptitude for learning

● Excellent oral and written communication skills

● Ability to work in teams and in a team environment

● Able to lift up to 50 pounds

● Own car for transportation

● Valid driver’s license

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 [email protected] for investigation.

A candidate’s pay within the range will depend on their 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.

Job Type: Full-time

Pay: $42,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: On the road