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Dektop Support

HCL America Inc.

This is a Full-time position in Pecos, TX posted March 1, 2021.

Overview This position is for an experienced technician on the Desktop Support team responsible for partnering with both client IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to client s operating environment. 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 client s L3 application teams. Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally. Ensures consistent processes, procedures and technologies are utilized across client s enterprise environment. Understand and follow direction provided by the Application and System Services team leads and managers. Document recurring issues in the client Knowledge Base Document in detail case status and tasks work completed with end users in the client ITSM system Follow the client s critical incident process 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 oMobile Device Management and Mobile Web Apps, iOS, etc. oActive Directory Administration and Infrastructure Design oWindows 10 Operating System advanced troubleshooting proficient using Windows registry oMicrosoft Office Suite (20102016) advanced troubleshooting. oHardware troubleshooting with the ability to pinpoint hardware vs. software issue oGeneral knowledgetroubleshooting for Macs oGeneral knowledgetroubleshooting for Networking oGeneral knowledge of Microsoft Intune oPrinters oSkype Video Conferencing system support oOffice 365 oUnderstand and troubleshoot Azure MFA oDesktop imaging oStrong 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 client s business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processestools will impact other processestools. 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. TeamworkInterpersonal Skills – Ability to lead through influence, influencepartner 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 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 client 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 Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business – IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business – IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com

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