service desk / side desk

Job Description

Desktop Support Technician

This role will be to provide overall hardware/software support to employees and incoming new hires.

The position will assist in providing weekly reports, inventory management, and other administrative

tasks as needed.

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. The job will require travel between offices

(up to 150 miles)

Desired Skills & Experience

Responsibilities:

Image and install software on Windows, and Apple laptops/desktops including IMAC

(installations, moves, additions, and changes) and Remote support

Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh

and 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, as well as manage the classification, assignment, tracking,

and completion of requests or incidents

Responsible for asset tagging and entering all incoming equipment into our asset

management system

Collaborate with cross functional teams to properly onboard incoming new hires

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 Macintosh platforms, (including portables) and Microsoft Office

suite of applications

Experience with imaging windows 10 OS.

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

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

HCL Confidential

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 functions preferred

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 a call center or help desk environment

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 (mileage will be reimbursed by policy)

Valid driver's licens