Consultant - Dallas, United States - HCL Technologies

Description

Job Description & Requirements

Position:
DSS- IT Executive Support Specialist

Primary Location:
Dallas, Texas

The IT Support Specialist is primarily responsible for providing White Glove Tier 3 support to Executive (VP to C-Suite) end-users.

Tasks will include tracking, troubleshooting, and resolving end-user computer issues, as well as proactive monitoring and support. Additionally, this role will support and assist other IT functions, as needed. The successful candidate will possess deep technical knowledge in the required fields, as well as exceptional interpersonal skills.

Candidate should have at least 5 years of experience supporting Executive / VIP level clients and at least 7 years Deskside Support experience.

Key Responsibilities to include but are not limited to:
Deliver world-class IT support to onsite and remote Executive / VIP end-users and their Executive Administrators / Assistants
Independently resolve complex, break/fix issues in person or via telephone
Troubleshoot Windows OS issues
Experience with Mac OS, iOS and Android OS
Expert-level experience with MS Office Suite Applications
Perform installations, replacements, upgrades, and other hardware/software related tasks as needed
Setup and monitor high-priority executive meetings utilizing collaboration and AV services
Provide technical support to Office Services as needed
Provide recommendations regarding new technologies to better support all users
Perform regular walkthroughs to provide proactive support
Acts as a resource for IT projects and initiatives in other functional areas as needed
Receive and respond to incoming support requests in a timely manner including off hours
Follow set procedures for logging, reporting, and statistically monitoring desktop operations
Set reasonable expectations that can be counted on
Present the facts transparently to promote collaborative solutions


Job Requirements:
Bachelor s degree or equivalent experience (i.e. 7+ years experience in an IT technical role)

Support of Executive clients within the Dallas/Fort Worth Metro area and occasionally in Oncor s Austin, TX (Governmental Affairs) Office.

Occasional travel outside of Texas should a board meeting be held off-site
7+ years experience in desktop hardware, operating systems, smartphones, and printers.
7+ years experience in Microsoft products (Windows, Office, Outlook, Skype, etc.)
7+ years experience in business communication platforms such as messaging, video conferencing, telephony etc.
5+ years experience in White Glove / C-Suite support
Hands-on troubleshooting experience with the ability to perform under intense scrutiny and / or time constraints
Working technical knowledge of current protocols, operating systems, and standards
Strong written and oral communication skills
Analytical and problem-solving abilities, with keen attention to detail
Self-motivated and directed, with the ability to effectively prioritize and execute
Experience working in a team-oriented, collaborative environment
Strong customer-service orientation with a focus on customer satisfaction
Highest degree of professionalism and integrity
Flexibility to be on call during off hours and weekends
Ability to research and test new technologies and solutions
Time management and organizational skills

To adhere to quality standards, regulatory requirements and company policies
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.

To provide support for on call escalations orL3 le

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