About This Role
This desktop support technician role involves providing L2 desk-side support for hardware and application issues, troubleshooting various technical problems, and assisting with network and device setups. The position suits a technician capable of maintaining composure with challenging customers and taking ownership of assigned queries.
Responsibilities
- Deal with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineers
- Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software
- Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, FedEx Software
- Install printer drivers, IP printing/cloud printing
- Set up and migrate OneDrive with OneNote cloud sharing
- Attempt data recovery on failed systems
- Troubleshoot encryption issues
- Troubleshoot password issues
- Perform Windows/macOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using iPlanet and O365
- Perform Windows/Mac LAN/WAN connectivity troubleshooting
- Prepare and assist with video conferencing equipment
- Troubleshoot networking, cross-connects, monitor port utilization, swap out Wireless APs, and install/swap out switches
- Take ownership and responsibility for queries, issues, and problems assigned to the Desktop Support Engineers
- Escalate issues and involve experts wherever needed to resolve issues as quickly as possible
- Provide cell support, including tech setup/troubleshooting of cell phones (non-management included)
- Set up and troubleshoot Apple devices (iPhone, iPad, MacBook, iMac, MacMini)
Benefits
- Performance-based bonuses 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)
- 10 paid holidays per year
Important Details
- Work Location: On the road
About the Company
HCL is an equal opportunity employer.
