HCL America, Inc Hiring for Desktop Support Specialist at Fort Dodge, IA Full Time

Job Title: Desktop Support Technician

Job Type: Full Time/Permanent

Job Location: Fort Dodge, Iowa

End-User Support Technician: Job Description

Background

As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

Description

• The Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience.
• The Field Engineer role is a key role within the Workplace function.
• The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems ed by the customer.
• In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations which means events may not be limited to the workplace environment only.
• Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments.
• General Field Support / Deskside Engineer Onsite supporter tasks: IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person.
• Resolving (fulfilling) incidents (support requests) and document the actions in an approved service desk tool (ServiceNow). Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, cell phones and so on) incl. quality check.
• Basic understanding of Device Server Management Support and implementation/deployment of applications and other workplace software Moves and changes support.
• Interface between IT Operations, customers, and external IT-Service-provider. Inventory and asset management and care of hardware Support Cisco devices / Surface hubs ing and management tasks: Enhanced processing of incident and support requests in defined cases.
• Manage escalation to senior managers as required Observance of processes, internal requirements, and service level agreements. Customized ing of adherence to service level agreements as agreed. Knowledge management and information sharing with colleagues. Maintain suitable Knowledge Base.

Required skills: General: Ticket system Service Now Basic understanding of Active directory Mobile Device Management Troubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment s/Mobile Devices Communicative, friendly, and reliable Good level of spoken and written English Basic Technical skills: Microsoft Office 365 Windows 10 Microsoft Visio Hardware (PC/Notebooks/Printers) Security knowhow Cisco devices understanding /Surface Hubs Enhanced Technical skills: Structure and functionality of IT networks and the components (basic) Microsoft Active Directory Mobile Office (VPN-Solution, iOS devices) ITIL or process knowhow IT Security (basic) Networking basic understanding

(1.) To provide support for on call escalations and doing root cause analysis of given issue

(2.) To independently resolve tickets within agreed SLA of ticket volume and time

(3.) To adhere to quality standards, regulatory requirements and company policies

(4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Job Type: Full-time

Pay: $50,000.00 – $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Relocation assistance

Experience level:

• 5 years
• No experience needed

Schedule:

• 8 hour shift
• Weekdays
• Weekends as needed

Ability to commute/relocate:

• Fort Dodge, IA 50501: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person