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Company: HCL USA
Location: Lorain
Posted on: November 22, 2022

Job Description:

JD Desktop/Field Services TechThe Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.Responsibilities:Provide high level of customer serviceProvide phone and deskside support to end users across the siteUtilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessaryTake ownership of issue\request through resolution or escalationAnalyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective actionPerform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentationAdditional Responsibilities:Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing toolEnsure that work is carried out within agreed Service Levels. (SLA's)Client on-boarding, transfers, and off-boarding effortsMaintain high level of accuracy of AMDBAvailability during weekend and after hours as per rotational rosterFinish Projects (asset refresh etc) in a timely mannerWork on IMACDs and off hours move requestsWork with the team lead to make the team lead successful and be a great team playerHelp users facing issues with Mobile DevicesShow urgency in helping C suite users and provide exceptional serviceQualifications:A+ certification and CCNA required2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of productsStrong interpersonal skills and thoughtful and effective communicatorExcellent analytical and problem-solving skillsExcellent time management and organization skillsStrong written and oral communication skillsStrong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessaryWorking knowledge/experience with PC Imaging Tools.Working knowledge/experience with diagnosis and remote control tools.Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms. (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

Keywords: HCL USA, Lorain , Specialist, Other , Lorain, Ohio

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