What are the responsibilities and job description for the Desktop support Specialist position at HCLTech?
Job Description
Formal position title: L2 Tech IT Walk-In Clinic
Responsibilities and Duties:
Responsibilities and Duties:
- Manage IT Walk-in Clinics -Waltham & Lexington / Ensure coverage for Waltham and Lexington Office daily.
- Work on tickets & escalations assigned by Lead and client.
- Responsible for IT Walk-in Clinic cleanliness.
- Build Loaner laptops / troubleshoot software & Hardware issues in Windows and Mac laptops.
- Receive in all equipment shipped to the Corporate Office and keep track of it.
- Maintain inventory of commonly needed supplies.
- Process old laptops returned / Maintain spreadsheet/record.
- Help with Vendor maintenance
- Kit/Equipment setup in Waltham & Lexington locations
- Compile/maintain all Hardware & Software inventory in spreadsheet
- Create and work on Service Now tickets for new joiners/loaner laptops and keep track of all.
- Provide documentation/troubleshooting fixes to add in Service Now Knowledgebase
- Provide productivity reports to FMC and HCL when required
- Liaison with level 3 groups and escalation management
- AAA (Administrative Assistant Assistance) Support / New-Hire / Onboarding assistance
- Point of contact person for any walk-in customer at IT walk in clinics
- Manage SLAs, metrics, and KPIs
- Ensure proper process and procedures are in place to ensure agreed service levels and key performance indicators are met/exceeded
- Must have working knowledge of the Service now ticketing system to document ticket status and resolutions
Desktop Support
NLB Technology Services -
Waltham, MA
Desktop support
Year Up United Careers -
Boston, MA
Onsite Desktop Support Tech
F2Onsite -
Framingham, MA
