Desktop Support Technician

HCL Technologies • Elma, NY

402d

About The Position

The Onsite Support Technician is responsible for delivering high-quality technical support to end users, ensuring their IT needs are met efficiently and effectively. This role involves installing and configuring hardware and software, performing troubleshooting and repairs, and managing service requests to enhance user experience and maintain operational continuity.

Requirements

• Minimum of one to three years of technical experience in providing end-user support.
• Proficient in installing and configuring desktops, laptops, mobile devices, and associated peripherals.
• Experience in performing break-fix and desk-side support.
• Ability to manage a ticket queue and resolve issues within service level agreements.
• Strong communication skills for customer-facing interactions.

Nice To Haves

• Experience with data migration and refresh processes.
• Familiarity with security and compliance tasks related to IT support.
• Knowledge of disaster recovery procedures and emergency response.

Responsibilities

• Provide customer-facing end-user support including installation and configuration of desktops, laptops, mobile devices, and peripherals.
• Perform break-fix, desk-side support, IMACD's (Install, Move, Add, Change, Dispose), data migration, and refreshes.
• Conduct onsite updates, configuration changes, and software installations.
• Identify potential issues that could impact end-user experience and take preventive action.
• Manage the ticket queue, ensuring tickets are resolved and closed within defined service level agreements.
• Respond to end-user requests for updates on ticket status and follow up as needed.
• Coordinate with vendors for end-user support, including hardware vendor technicians for warranty repairs or replacements.
• Perform security and compliance-related tasks such as access reviews, risk assessments, and controls verifications.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts.
• Support disaster recovery efforts and respond to emergencies at local sites.
• Provide on-call support outside business hours on a rotational basis.

Benefits

• Health insurance coverage.
• Paid holidays and vacation time.
• Professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed