Desktop Support Specialist

• Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
• Receive, stock, ship/install hardware (computers and peripherals) from their site to users at their site or stationed remotely.
• Ensuring AMDB/CMDB accuracy is maintained based on device status for the site(s).
• Smart hands support for infrastructure devices.
• Troubleshooting network connectivity issues following instruction and guidance from L2/L3 teams.
• Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
• Coordinates with respective IT OEM vendors in case of hardware related issues on computers.
• Create documentation for processes and procedures of day-to-day work. Creating KB articles.
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc.
• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.

• Minimum 5yrs hands on dedicated experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Strong experience in troubleshooting Office suite, MS office, O365 (Outlook, Word, Excel, PowerPoint etc).
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.
• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads).
• Knowledge of windows Image build process and SCCM deployments, Autopilot and InTune.
• Understanding of concept of Active Directory, Azure AD, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld -Android & IOS support knowledge.
• Strong Customer service skills
• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Unlimited paid time off, 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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year., * 401(k)
• Health insurance
• Paid time off