Desktop/DeskSide Support Engineer at HCL Technologies

Desktop Support Technician

Louisville, KY 

Full Time

Responsibilities for this position may include but are not limited to:

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and IT-to-IT support for all of Customer’s Workforce Enablement product.
• Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally. 
• Ensures consistent processes, procedures and technologies are utilized across Customer enterprise environment.
• Understand and follow direction provided by the team leads and managers of different Customer products and towers.
• Document recurring issues in the Customer Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Customer ITSM system
• Follow the Customer critical incident process
• Follow Customer required safety protocols and complete regular trainings on safety and compliance

Required Qualifications:

• Bachelor’s degree in IT or Computer Science preferred
• Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:
• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration and Infrastructure
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office Suite (2010/2016) advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune
• Printers
• Video Conferencing system support
• Office 365 support and advanced troubleshooting
• Understand and troubleshoot Azure MFA
• Desktop imaging
• Strong customer service skills

• Experience in desktop and notebook hardware, operating systems and desktop software.  Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation.  Strong data analysis skills
• Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of Customer business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools.  Ability to communicate with transparency the impact and risks with mitigation.  Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
• Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations.   Liaisons with cross functional teams leading lean sigma process improvement initiatives.  Technical mentor and training coordinator for global L1 and L2 support organizations.
• Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans and regional IT needs vary among Customer and the impact this may have on service delivery globally, regionally, locally.  Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.

Preferred Qualifications:
Support Certifications, desired:

• Microsoft Certified Professional
• Microsoft Certified Solutions Expert (Messaging; SharePoint)
• Microsoft Certified Technology Specialist