Desktop Support Technician

Desktop, Analyst, Help Desk, Network, Hardware, System, Windows, IP, Networking, Applications, IT, Engineering, Telecom
Full Time

Job Description

Position Overview:
The Desktop Support Analyst must provide business clients with guidance and second level support by assisting in problem resolution. The Analyst acts as the key contact for on-site and remote clients for workstation problems, requests for new equipment or services and production problems and inquiries

Primary Responsibilities/Accountabilities:
Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, hardware and software to the client s satisfaction.
Provides second level support to the Help Desk Analyst and responds to problem tickets in a timely and efficient manner.
Receives, coordinates and installs desktop equipment and software according to department standards and procedures, and as needed.
Interacts with Help Desk and Network Services personnel to provide timely information regarding problem tickets and their resolution.
Provides desktop visits to business clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests.
Maintains contact with clients and second/third level support personnel on operational and production problems.
Maintains software and hardware registration and inventory to provide upgrades as necessary and ensure appropriate security levels are maintained.
Upholds the enterprise policy and procedures as well as recommends new and improved guidelines to ensure compatibility and better service to users of personal computers.
Maintains current technical expertise in the rapidly changing technology of microcomputers and utilizes state-of-the-art techniques when implementing desktop solutions.
Maintains a positive working relationship with all enterprise departments to optimize working relationships and communication.
Strives to learn the job functions of the position s immediate supervisor as well as peer level positions with whom the individual interacts.
Adheres to Service Level Agreements as outlined in the Help Desk Policies and Procedures.
Should have knowledge in Desktop Imaging & Scripting.
Extensive knowledge on Hardware & O/S Trouble Shooting.
Should be expert in deployment of operating systems locally & globally.
Good knowledge in Microsoft Operating System - Windows XP & Windows 7 /8.
Good understanding of IP telephony setups and installs
Solid Blackberry and iPhone troubleshooting skills
Basic understanding of Macs Nice to have.
Basic understanding of Networking Technologies.
Basics of Active Directory and Servers
Understanding of Helpdesk Ticketing System such as Remedy or Service NOW
Knowledge on all standard Desktop Applications.
Excellent customer service skills. This is a MUST!
Excellent troubleshooting skills This is a MUST!
Excellent interpersonal skills to interact with various individuals with diverse backgrounds This is a MUST!
The ability to learn and understand new technology and skills quickly
Ability to react to and act upon feedback.
Must to be a team player

Position Requirements:
High school diploma or equivalent is required.
BS or BA degree in computer science, business administration or related field is preferred.
3 years of personal computer experience.
Familiarity with existing operating systems is required.
Experience with MS Office applications suite is required.
Good oral, telephone and written communication skills.


Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time.

About HCL

HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.
HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.
As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US$ 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com


Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time.

About HCL

HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.
HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.
As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US$ 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com
Dice Id : hcl001
Position Id : 683105BR
Originally Posted : 2 months ago
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