Deskside Support Technician - Mettawa, United States - HCLTech
Description
Shift:
Monday - Friday 8am - 5pm CDT:
-
Pay Rate:
$26/hr:
-
Location: Onsite
- Mettawa, IL
HCL Tech is looking for a technician to analyze and perform diagnostics related to PC and Mac systems, operating issues, and their peripherals.
Principal Responsibilities:
(Essential Function):
- Carries out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws
- Ensures compliance with all company policies and procedures, including safety rules and regulations.
- Provide direct technical support to client's onsite personnel
- Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
- Resolve reported incidents in the software & hardware environment
- Maintain incident management system with uptodate information on ticket progress
- Complete assigned tickets in timely manner within the Client SLAs
- Update asset tracking inventory in accordance with work instructions
- Provisioning and setup of phone for either landline or VOIP
- Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
- Provide IT orientations for newly hired personnel
- Provide support services for client's conference and training rooms
- Perform customer support related tasks and special projects as assigned by management
- Liaise as necessary interdepartmentally to seek resolutions to all reported issues
- Travel between local offices in order to provide support for meeting and/or trainings (offices are within 10 minutes apart from each other)
Job Requirements
Education/Experience
- High School Diploma or GED required.
- BA or Vocational school degree preferred or equivalent work experience
- A+ Certification (NOT required, if you have a College degree)
- Microsoft Certified Professional certification a plus
- Minimum of 2 years of Deskside support experience
- Previous call center, computer support, or customer service experience
- Technician must be able to travel if it's required by our client.
Skills
- Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals.
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
- Excellent communication and customer service skills. Excellent teamwork skills
- Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
- Ability to perform root cause analysis and determine appropriate course of action based on result Competencies.
- Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShell
Working Relationships
- Maintain interdepartment relationships to resolve reported incidents
- Effectively communicate with extended service providers and IT infrastructure groups
- Develop communication and working relationship with supervisor and colleagues
- Physical Demands and Work Environment
- Must be able to lift desktop computers, laptops, monitors, printers and other IT related equipment.
Pay:
$26.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Experience level:
- 1 year
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- MUST ANSWER IN ORDER TO BE CONSIDERED: Do you have a valid CompTIA A+ certification or College Degree?
Education:
- High school or equivalent (required)
Experience:
- ServiceNow: 2 years (required)
- Mac OS: 2 years (required)
- Customer support: 2 years (required)
Ability to Relocate:
- Mettawa, IL 60045: Relocate before starting work (required)
Work Location:
In person
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