- Shift: Monday - Friday 8am - 5pm CDT
- Pay Rate: $26/hr
- Location: Onsite -Mettawa, IL
Job Summary: The Deskside Support Technician will provide comprehensive technical support services to the client’s campus-based personnel. All Deskside Support Technicians are subject to shift changes and travel between sites as required.
HCL Tech is looking for a technician to analyze and perform diagnostics related to PC and Mac systems, operating issues, and their peripherals. The technician’s professional will configure, PC/Mac systems, their peripherals, and mobile devices. Under general supervision, responsible for receiving user tickets through electronic systems, properly
documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem-solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.
Principal Responsibilities: (Essential Function):
- Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
- Ensures compliance with all company policies and procedures, including safety rules and regulations.
- Provide direct technical support to client’s on-site personnel
- Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
- Resolve reported incidents in the software & hardware environment
- Maintain incident management system with up-to-date information on ticket progress
- Complete assigned tickets in timely manner within the Client SLAs
- Update asset tracking inventory in accordance with work instructions
- Provisioning and setup of phone for either landline or VOIP
- Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
- Provide IT orientations for newly hired personnel
- Provide support services for client’s conference and training rooms
- Perform customer support related tasks and special projects as assigned by management
- Liaise as necessary interdepartmentally to seek resolutions to all reported issues
- Travel between local offices in order to provide support for meeting and/or trainings (offices are within 10 minutes apart from each other)
Job Requirements
Education/Experience
- High School Diploma or GED required.
- BA or Vocational school degree preferred or equivalent work experience
- A+ Certification (NOT required, if you have a College degree)
- Microsoft Certified Professional certification a plus
- Minimum of 2 years of Deskside support experience
- Previous call center, computer support, or customer service experience
- Technician must be able to travel if it’s required by our client.
Skills
- Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals.
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
- Excellent communication and customer service skills. Excellent teamwork skills
- Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
- Ability to perform root cause analysis and determine appropriate course of action based on result Competencies.
- Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShell
Working Relationships
- Maintain inter-department relationships to resolve reported incidents
- Effectively communicate with extended service providers and IT infrastructure groups
- Develop communication and working relationship with supervisor and colleagues
- Physical Demands and Work Environment
- Must be able to lift desktop computers, laptops, monitors, printers and other IT related equipment.HCL Tech is an Equal Opportunity Employer - EOE, M/F, D/V.
- https://www.hcltech.com/candidate-privacy-notice
Job Type: Full-time
Pay: $26.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- MUST ANSWER IN ORDER TO BE CONSIDERED: Do you have a valid CompTIA A+ certification or College Degree?
Education:
- High school or equivalent (Required)
Experience:
- ServiceNow: 2 years (Required)
- Mac OS: 2 years (Required)
- Customer support: 2 years (Required)
Work Location: In person