Desktop Support Specialist

• Fully responsible for the Safety and Maintenance of HCLTech issued VAN in adhering to HCLTech' s policy and process
• Fully responsible for the safety of End Customer ("") IT Devices assigned to you to support users/stores
• Load End customer ("") approved IT Devices in your HCLTech issued VAN and keep them safe
• Park HCLTech issued VAN in your Home in adhering to Local County/State Government rules and Guidelines
• Drive HCLTech provided VAN to work and keep it safe along with
• Constantly report to your Manager about the Vehicle Condition and get it repaired at designated locations directed by HCLTech
• Install, configure, and maintain Devices at stores and other sites
• Perform onsite Device maintenance, updates, or configuration changes
• Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose)
• Provide technical support and setup during special events such as grocery store openings
• Provide onsite technical assistance for Devices in adherence to HCLTech agreed Service Levels (SLAs) to
• Perform grand opening standby support
• Perform security sweeps, including validating the following items are compliant, and remediating as needed:
• All EFT PinPads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices.
• All EFT PinPads have privacy shields. If devices are missing please notify store manager to place order via Bunzl.
• All Ethernet Ports in common areas are secured with port blockers; Common areas include customer facing areas and open associate areas such as Deli, Produce, Bakery, Meat, etc.
• All Customer Facing PC USB Ports are secured with port blockers.
• All Open/Unlocked Kiosks are secured with port blockers.
• Validate that the EFT lock key is in the lock and secured to lanyard
• Travel to Brand Sites/sites to restore functionality of failed Device including below, but not limited to, the following:
• Troubleshooting to repair or replace
• Exchange
• Reconfigure
• Ship parts to and from the Location
• Perform remedial Support activities for Devices, when required. Such remedial Support activities include:
• Return the defective Device as to Normal Operations according to OEM standards or per instructions
• Perform remote diagnostics with the Supported User
• Provide all necessary labor to repair or Restore Device to Normal Operations
• Provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for Devices
• Conduct Parts & Sparing validation, including end-user profile updates, Device Parts & Sparing Tag check, model and serial number check, Location, etc.
• Advise the Supported User, before a Device Maintenance request is complete, of the status of work being performed and provide future avoidance or Maintenance tips to prevent additional Problems
• Provide service personnel who are fully trained in direct Support of their product on the Devices they Support
• Update the CMDB and AMS with the correct Device, logistics, and warranty information
• Report to all deviations from the Device Management System and from Policies that are discovered during Incidents via a jointly developed communications process
• Report to any non-standard hardware or Software discovered
• Conduct ongoing analysis of Device Maintenance and call history to track service trends
• Conduct monthly Device performance reviews and trend analysis
• Manage and act as single point of contact for Service Provider Agents, Device warranty providers, and other Third Party Providers identified by
• Provide advanced notification to management of required OEM Device Upgrades or replacements
• Provide shared users orientation on prevention of same Problem, when applicable
• Validate Device Management fields including end-user profile updates, Device Tag, make, model, serial number, Location, etc., and update if necessary
• Report to all deviations from the CMDB and AMS and from Policies that are discovered during the on- Location Support
• Cabling Standards - Perform cabling and inside wiring work in adherence to 's cabling standards, that shall be provided to you by /HCLTech from time to time
• Break-Fix Maintenance Field Service Responsibilities. In the event that your are notified of a fault, you shall:
• Provide in person, on-site support for completion of a repair
• Follow protocol for entering the applicable site for support, which may include providing credentials including Incident number and authorizations
• Repair/replace faulty Devices
• Replace Devices (or parts thereof) with the same Devices configuration as the part or piece of Devices that is to be replaced
• Replace defective parts according to the applicable OEM's recommendations
• Reload or update the appropriate Devices software such as Operating System (OS) and configurations as necessary to make Devices available for remote configuration
• Label any device according to requirements regarding information to be captured on the label
• Affix an Device tag to the replaced Devices when provided to Service Provider's engineer by
• Support documentation and documented repair closure activities as defined in the Process and Procedures Manual
• After completing the repair/replacement and testing, remove any refuse such as boxes and wires and leave the communications room or work area as he/she found it. Als, you shall put the refuse in an designated site.
• After the completion of the repair/replacement and testing, you shall complete the return merchandise authorization ("RMA") process, including returning the defective item of Devices to the OEM or other vendor as applicable.
• On-call Support & Overtime support
• Provide on-call support as per HCLTech Leaders in adhering to HCLTech Policy and Procedures
• Perform Overtime support only with Preapproval by your Manager
• Record and Report your Overtime and On-call support details to your Manager accurately
• Team Coordination and Collaboration as Backup Technician
• Act as a backup technician to other Tech I/Tech II in your area/region and follow the direction of HCLTech Leader
• Refer the below attached documents to understand HCLTech' s deliverables and SLAs for Field Support Services, you are responsible to deliver them under the supervision of one of more HCLTech Leader
• Perform any additional tasks assigned by HclTech/ Leader

• BS/BA in Information Technology, or an equivalent combination of education or experience
• 3+ Years of experience in PC Hardware and Software configuration support
• 1+ Years experience in Retails Field Support Operations Hardware Support
• Troubleshooting experience with various PCs, Network Devices and Retail Stores equipment/devices located in Retail Stores, Offices, Distribution Centers and Data Centers
• Ability to install , troubleshoot and assist team members for wide range of Devices applications in Retail Store environment
• Excellent customer service orientation and verbal communication skills
• Analytical thinking and Problem Solving ability
• Any Retail Store Experience is and added Preferred advantage

Certifications

• A+ Hardware (must)
• CCNA (preferred)
• Microsoft Certification such as MCP, MCSE, MCTS, etc. (any one)
• Tools
• ServiceNow
• MS Office O365
• Various Retails Application and Tools
• Windows OS
• iPad, Tablets, Smart Phone
• Willing to travel to various customer stores/location to meet ticket requirement
• Valid Driving License with Good Driving History (No 'DUI' Record)
• Experience with various Retails equipment, Devices, and diverse technical environments
• Excellent customer service orientation and verbal communication skills
• Experience supporting retail Devices (POS systems, receipt printers, scales, SCO lanes, etc.)
• Ability to install and troubleshoot a wide range of Devices applications
• Analytical thinking and problem solving ability

AD&D insurance, 401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, Unlimited paid time off, Employee assistance program Full-time Overtime, On call Walkersville, MD, 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