Desktop Support Specialist

PURPOSE OF THE JOB/PROJECT

• The professional will provide DSS (Desktop Support Services) for the customer onsite. The professionals should have experience in desktop hardware and MS operating systems

RESPONSIBILITIES

• Support and maintenance of end-user hardware devices that include break-fix support and IMAC (Install, Move, Add and Change) support
• Troubleshoot issues of Windows Operating System and base load software
• Deploy and troubleshoot peripheral devices (e.g. headsets, keyboards, mouse, docking stations etc.)
• Tracking and resolution of all Incidents and Service Requests related to the break fix. Respond to end-user requests for updates on ticket status and promptly follow up as needed
• Perform hardware inventory management of assets in stockroom and update of equipment status in Remedy

COMPETENCIES

• Strong understanding of Client based Operating Systems
• Strong understanding of end user hardware troubleshooting’s (desktop & Laptops)
• Strong ticketing system experience
• Proficient understanding of level 1 Helpdesk services
• Strong knowledge of client-based applications
• Excellent communication skills (English & preferred local language)
• Excellent customer engagement and customer service skills
• Strong desire to help, share, and assist others

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 ***email_hidden*** 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.