Job Description

Title : Desktop Support Technician

Location: Columbus Nebraska (onsite)

Fulltime

Job Description:

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

a) Desk side engineer for technical support for customers and their networked computers and peripherals

Duties include (but not limited to)

1. Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices

2. Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

3. Backing up and restoring user data, settings and associated systems administration activities

4. Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts

5. Assist on Incident and Problem management activities

6. Taking ownership of issues through to resolution on all appropriate requests

7. Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information

8. Move equipment associated with escalated incidents and service requests

9. Performing asset inventory activities as needed

10. Recommends and/or performs upgrades on systems to ensure longevity

11. Works with procurement staff to purchase hardware and software

12. Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requests

13. Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.

14. Be available for Oncall support during afterhours as and when necessary for Priority 1 & 2 Incidents

15. Adhere to ticket response and resolution SLAs as agreed upon with the customer

Compensation and Benefits

A candidates 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.

Disclaimer

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 secure@hcltech.com for investigation.

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