Desktop Support Engineer
HCLTech · Atlanta, GA · 3 wk ago
On-siteEngineeringFull-time
Full-time, onsite position in Atlanta, GA.
Responsibilities
- Adhere to SLAs and ITIL processes
- Report to the Track Lead / Team Lead
- Handle tickets/requests to troubleshoot reported problems and take necessary steps to resolve them
- Troubleshoot technical issues
- Ensure processes are adhered to
- Build and configure PCs and laptops, load software, and set up applications (Outlook, Wi-Fi, VPN, Backup, Vulnerability Management)
- Set up and troubleshoot printers, faxes, copiers, RF guns, phone equipment, and conference room audio/video equipment
- Track work tickets on ITIL-based ticketing systems like Service Now & Remedy
- Troubleshoot network connectivity issues and diagnose/solve hardware/software issues
- Perform repairs on computers, laptops, printers, and other authorized peripheral equipment
- Maintain and improve customer and employee satisfaction
- Perform asset inventory activities as needed
- Create documentation for processes and procedures
- Break-fix, troubleshoot, and resolve software issues; reimage computers/hard drives
- Provide frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis
- Troubleshoot and assist end users with mobile device setup, activations, and performance issues
- Create user accounts for Active Directory, Exchange Mailboxes, and Distribution lists
- Use remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
Requirements
- Minimum 5+ years of experience in a similar position
- 2-3 years of datacenter experience
- CCNA, A+, and MCSE certifications
Skills & Qualifications
- Strong Microsoft Operating System installation (Windows/Mac) and troubleshooting skills
- Strong experience providing hands-on support for network and datacenter equipment/devices
- Strong experience troubleshooting MS Office (Outlook, Word, Excel, PowerPoint, etc.)
- Strong desktop support knowledge including hardware, software, and networking concepts
- Strong skills in desktops, workstations, notebooks, printers, and handhelds
- Good knowledge of Mac OS, iPad, and Android devices
- Knowledge of Windows image build process, SCCM, and Ivanti deployments
- Basic understanding of audio/video equipment and conference room setup
- Experience with remote desktop connectivity applications (SMS, Bomgar, WebEx, Live Meeting, Windows Native tools)
- Handheld (Android & iOS) support knowledge (MDM)
- Strong customer service skills
- Excellent written and verbal communication skills
- Good documentation skills
- Good working knowledge of MS Office (including MS Project and Visio)
- Great customer handling skills
- Able to handle unforeseen situations
- Must have professional experience using various Windows desktop operating systems
- Must have experience providing smart hands support for network and datacenter equipment
Benefits
- Medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
- Employee assistance program
- 401(k) retirement plan
- 10 days of paid time off per year (some positions eligible for need-based leave with no designated number of days)
- 10 paid holidays per year
- Eligibility for performance-based bonuses subject to company policies