service desk / side desk

Job Description

<p><b>Desktop Support Technician</b></p><p>This role will be to provide overall hardware/software support to employees and incoming new hires.</p><p>The position will assist in providing weekly reports, inventory management, and other administrative</p><p>tasks as needed.</p><p>The successful candidate must be capable of providing optimum customer service to a wide variety of</p><p>users through professional commitment and dedication. This candidate must also be able to adapt to</p><p>change and learn quickly in a highly dynamic environment. The job will require travel between offices</p><p>(up to 150 miles)</p><p><b>Desired Skills & Experience</b></p><p>Responsibilities:</p><p> Image and install software on Windows, and Apple laptops/desktops including IMAC</p><p>(installations, moves, additions, and changes) and Remote support</p><p> Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh</p><p>and mobile devices</p><p> Printer break-fix and installation</p><p> Disposal, redeployment and Asset reclaim</p><p> Shipping coordination</p><p> Data Backup and Data Recovery coordination</p><p> Hardware Refresh</p><p> Warranty and Out-of-warranty repair and replacement</p><p> Depot Services</p><p> Walk Up Support</p><p> Spare parts management</p><p> Executive (VIP) Support</p><p> Audio and Video Support including Health Checks</p><p> Inventory and Asset Management - Depot Operations</p><p> Coordinate with external vendors for dispatch support</p><p> Identify and resolve hardware and software application conflicts</p><p> Open and close service requests, as well as manage the classification, assignment, tracking,</p><p>and completion of requests or incidents</p><p> Responsible for asset tagging and entering all incoming equipment into our asset</p><p>management system</p><p> Collaborate with cross functional teams to properly onboard incoming new hires</p><p> Ensure that hardware is properly assigned and updated into our management system</p><p> Provide weekly reports on physical inventory counts as well as record weekly outflows of</p><p>hardware equipment</p><p> Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware</p><p> Ensure that resolutions are consistent with company standards and policies</p><p>Requirements/Qualifications:</p><p> Prefer 3-5 years IT experience, including technical training</p><p> Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office</p><p>suite of applications</p><p> Experience with imaging windows 10 OS.</p><p> Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)</p><p> Networked printer experience (queue creation, server maintenance, etc.)</p><p>HCL Confidential</p><p> Experience in using PC-based word processing, presentation, and e-mail software preferred</p><p> Experience with using PC-based spreadsheet software sufficient to develop formulas,</p><p>complete calculations across multiple worksheets, and use functions preferred</p><p> Ability and willingness to work extended hours or a modified schedule to support planned</p><p>activities or emergency situations</p><p> Outstanding customer service and interpersonal skills</p><p> Excellent organizational skills and ability to prioritize tasks among many competing requests</p><p> Experience working in or supporting a call center or help desk environment</p><p> MCP and or A+ Certifications</p><p> Aptitude for learning</p><p> Excellent oral and written communication skills</p><p> Ability to work in teams and in a team environment</p><p> Able to lift up to 50 pounds</p><p> Own car for transportation (mileage will be reimbursed by policy)</p><p> Valid driver's licens</p>