Desktop Support / Field Services at HCL Technologies

Deskside/Tech Stop Support Technician

This role will be to provide overall hardware & software support to employees and incoming new hires onsite in the Hub office. The position will assist in providing the services to the customers at the Tech Stop (Walk-up Support), Executive conference room support, assist with third party vendors, internal network teams and other IT support 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. Must be able to work onsite in Tech Stop to assist the customers who walk-in with computer issues which include software and hardware issues, mobile device issues etc. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. To support our customer requirements including regular business and projects support flexible to work in different shifts or late hours is expected. When needed flexible to assist by travelling to customer sites like other administrative offices, retail stores or network offices. Should have a reliable transportation (car) and valid driver’s license.  Candidate should be able to use the ladder up to 10 feet and should be able to move around with it to check access points for troubleshooting or cable tracing type of tasks.

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
• Assist the network operations team to troubleshoot network issues, hardware issues and Wi-Fi
• 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
• Walk Up Support at the Tech Stop
• Spare parts management
• Executive (VIP) Support
• Conference Room Audio and Video Support including regular health checks
• Inventory and Asset Management – Depot Operations
• Coordinate with external vendors for troubleshooting hardware, software issues related to conference rooms, digital displays and external lighting
• 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
• Provide reports on physical inventory counts as well as record outflows of hardware equipment when asked
• Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
• Assist the Hub’s lab teams, cross -connected fiber and cat6 to lab rooms
• Assist Global Real Estate (GRE) and the community manager internal and external meetings
• Ensure that resolutions are consistent with company standards and policies

Requirements/Qualifications:

• Prefer at least 5 year IT experience, with relevant technical training
• Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite, Google suite applications
• Experience with imaging and troubleshooting windows 10/11 OS and MAC OS.
• Familiar with basic network concepts ( e.g., TCP IP, Windows Networking, Ethernet, connecting to network switch), cable management, network equipment to assist IT NOC on the network related issues.
• 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 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 lbs, sometime physical efforts involved to complete the task.
• 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 secure@hcltech.com 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.