Deskside Support Technician - Lead

• Shift: Mon - Fri -Day Shift
• Pay: Ranges between $35 - $40 based off experience

Job Summary: The Deskside Support Lead will provide comprehensive technical support for the client’s campus-based personnel. All Deskside Support Leads are subject to shift changes and travel between sites as required.

With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.

Principal Responsibilities: (Essential Function) other duties may be assigned

• Carry out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
• Ensure compliance with all company policies and procedures, including safety rules and regulations

• Provide comprehensive technical support services to the Client’s internal customers and service providers
• 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 up to date 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 deployment of internal VoIP telephones
• Provide support services for client’s conference rooms
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Mentor other Deskside Support Technicians as required.
• Other IT job duties as assigned

Job Requirements:

Education/Experience:

• BS or BA 4 year degree plus work experience a plus
• A Certification or equivalent required.
• Microsoft Certified Professional certification a plus
• Minimum of 4 years of previous computer support experience
• Previous call center, computer support, or customer service experience
• Project Management experience a plus

Skills

• 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 (Citrix; Juniper), Remote Desktop tools (Bomgar)
• Ability to perform root cause analysis and determine appropriate course of action based on result
• General knowledge of computer networking
• Self-motivated and ability to work on multiple tasks

Physical Demands and Work Environment

• The physical demands and work environment characteristics described here are representative of those that an associate encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• While performing the duties of this job, the employee is frequently required to sit, talk and hear. The associate is occasionally required to stand and walk. Occasionally, the associate may need to lift and/or move up to 20 pounds. The noise level in the work environment is usually moderate.

HCL Technologies is an Equal Opportunity Employer - EOE, M/F, D/V.
https://www.hcltech.com/candidate-privacy-notice

Job Type: Full-time

Pay: $35.00 - $40.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Princeton, NJ 08540: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location