Deskside Support Analyst at HCL Technologies
Salt Lake City, UT
About the Job
Mission:
Provide technical support to end users (administrative and operations employees) for desktop computers, applications and related technology. Interaction with multiple levels of end users, managers, VIPs and technical staff is required.
Support includes specification, installation, and testing of computer systems and peripherals in accordance with standards and rules established by our client.
A good understanding of general IT services is required, in order to provide technical support to both local and offshore teams in charge of network, IT security, servers and telecommunications (mainly mobile telephony).
The functions include (but are not limited to):
- Accurately testing, identifying, repairing, resolving and documenting end-user technical issues for :
• Desktop, laptop and workstation support,
• Basic connectivity support (fixed and mobile telephony, VOIP)
• basic printer support.
- Troubleshooting and resolution of software problems. Ability to install, configure, reconfigure or reinstall software, including remote installation
- Remastering of computers/hard drives to customer standards
- IMAC function, including installation and decommissioning
- Backup and restore settings and associated system administration activities
- Prioritization of support and service requests using the "Service Now" ticketing application
- Training and knowledge sharing between internal teams on hardware and software usage.
- Securization of Non-Standard PC by following the Security Guidelines
- Management of Manufacturing and Productoin environment PC’s .
- Manage Hands & Feet Support for Manufacturing & Production units Network & DC Activities .
- Stock & Asset Management policies knowledge required for a Deskside engineer
Experience / Skills Requirements:
- At least 5 years of experience as an IT support/maintenance technician
- Strong experience in user support
- ITIL knowledge (ideally certified)
- Strong Microsoft Office skills (Outlook, Word and Excel)
- Strong Microsoft operating system installation and troubleshooting skills
- Strong desktop and workstation installation and repair skills
- Experience in computer related services with knowledge of network, server and telecom basics
- Network, VOIP and also Smartphone and MDM skills.
- Experience in remote control of PCs and knowledge of video conferencing
Your strengths
- Fluent in English to support users.
- Smartphone and MDM skills
- Good understanding of ticketting tool
- Very strong customer orientation (sense of service)
- Taste for detail and rigor
- Autonomy (while knowing how to report to your manager)
- Ability to get involved
- Be versatile
Various
- On-call (team rotation)
- Driving license (with sufficient points)