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