About this role
Do your friends and family call you for IT help? Do you have great customer service skills?
HCL America is looking for individuals for our expanding team to provide world class customer service support at walk-up IT locations and at user's desks to assist with their IT needs.
Job Duties
Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutionsHelp improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilitiesProvide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devicesProvide operating system and application support to diagnose and resolve unique, non-recurring problemsReimage systems as requiredIdentifies potential escalations and proactively alerts management as needed.Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identifiedRecommend and/or performs upgrades on systemsWork with procurement staff to purchase hardware and softwareComplete installation and testing of computers and peripherals within established standards and guidelinesProvide basic support for mobile devices and printersProvide primary support to executive usersProvide equipment move servicesEnsures configuration and inventory management database entries are complete and accurateProvides time / resource estimates for assigned tasks including time tracking activitiesLocal travel as neededPerform other duties as assignedRequirements
Must possess a professional demeanor and strong customer service/consulting/training skillsExperience troubleshooting/repairing desktop and laptop hardware in the field or in a related areaBasic experience of IT with basic understanding of networks, Intel servers and telecomsStrong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tabletsStrong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)Strong Microsoft operating system troubleshooting skillsStrong problem solving and critical thinking skillsStrong written and verbal communication skillsMust be self-motivated and the ability to work independently with minimal supervisionMust have excellent time management skillsMust be detail and process orientedAbility to walk long distances across large facilitiesMust be able to pass a background security checkValid driver’s license and reliable transportationWhat will make a candidate stand out
Experience with ticketing systems (BMC, SNOW, RequestCenter etc.)Experience working with executivesExperience with iOSCertifications: Hardware such as A+ or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNPExperience performing remote control of PCs and video conferencing knowledgeSCCM experienceRelocation assistance is not available.
All your information will be kept confidential according to EEO guidelines.