Technical Support Specialist

3 weeks ago


Iowa City, Iowa, United States HCL Technologies Full time
Job Description

As an Onsite Support Technician with HCL Technologies, you will play a critical role in providing quality services to end users. Your key responsibilities will include:

Key Responsibilities:
  • Providing customer-facing end-user support, including installing and configuring desktops, laptops, mobile devices, and associated peripherals and software.
  • Performing break-fix, desk-side support, IMACD, data migration, refreshes, and other technical tasks.
  • Providing onsite technical assistance to end users, identifying potential issues that could adversely impact their experience, and following through on action steps to prevent.
  • Managing the ticket queue and ensuring tickets are resolved and closed within the defined service level agreement.
  • Responding to end-user requests for updates on ticket status and promptly following up as needed.
  • Coordinating with vendors for provision of end-user support, including hardware vendor technicians for warranty repair/replacement.
  • Performing end-user support-related security and controls and compliance-related tasks, such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs.
  • Coordinating with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
  • Providing IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support.
  • Providing IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
  • Providing on-call support if required outside business hours on a rotational basis.
Desired Qualifications:
  • BS/BA in Computer Science, Information Systems, or an equivalent combination of education or experience.
  • One to three years of experience in service delivery and end-user hardware and software configuration troubleshooting.
  • Experience with various desktop systems, operating systems, and diverse technical environments.
  • Excellent customer service orientation and verbal communication skills.
  • Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
  • Ability to install software for and troubleshoot a wide range of applications.
  • Analytical thinking and problem-solving ability.
  • CompTIA A+ certification or equivalent certification.
  • Flexible for traveling to remote sites or clusters.


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