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Desktop Support Specialist

Company: HCL America Inc
Location: New Britain
Posted on: June 20, 2020

Job Description:

-- -- -- -- -- Technical helpdesk or technical call center experience is necessary. -- -- -- -- -- -- Disciplined, systematic problem solving skills required. -- -- -- -- -- -- Hands-on work experience with the following: Phone support experience -- -- -- -- -- -- Windows Operating systems -- -- -- -- -- -- Clients: Windows10, Windows7, Windows Vista, Windows XP -- -- -- -- -- -- Servers: Windows 2016, Windows 2012, Windows2008 -- -- -- -- -- -- Knowledge of Active Directory, Office 365 -- -- -- -- -- -- ITSM ticketing tools such as Service Now & Remedy -- -- -- -- -- -- User account creation for Active Directory, Exchange Mailboxes, Distribution lists -- -- -- -- -- -- Remote desktop connectivity applications like Bomgar, WebEx, Windows Remote Assistance, GoToAssist, & SCCM Viewer -- -- -- -- -- MS Office Suite (O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio -- -- -- -- -- Internet browsers (e.g. Explorer, Edge, Chrome, Firefox) -- -- -- -- -- -- VPN and remote dial-in users -- -- -- -- -- -- Support for laptop, desktops, tablets, smart phones, and printers -- -- -- -- -- -- Others: Adobe Acrobat and other common desktop applications like Winzip, etc -- -- -- Soft Skills -- -- - -- -- -- Excellent communication and conversation skills (Verbal and Written) - -- -- -- Good documentation skills - -- -- -- Good working knowledge of MS OFFICE (Including MS Project and Visio) - -- -- -- Should have a great customer handling skills - -- -- -- Able to handle unforeseen situations - -- -- -- High level of acceptance - -- -- -- Can drive HCL's value and its methodology -- Other Skills / Experience -- -- -- -- -- -- -- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. -- -- -- -- -- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. -- -- -- -- -- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. -- -- -- -- -- Ability to learn new information quickly and the willingness to do so at all times. -- -- -- -- -- -- Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. -- -- -- -- -- Customer Focus -- -- -- -- -- -- Teamwork -- -- -- -- -- -- Technical Expertise -- -- -- -- -- -- Interpersonal Effectiveness -- -- -- -- -- -- Concern for Order and Quality -- -- -- Years of Experience -- -- Total -- -- -- : 3-4 yrs of University education post High school (B.Sc. or Diploma) Relavant : -- 2-4 years of help desk, voice customer service, and support experience with problem solving involving hardware, -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --involving hardware, software, and networks.

Keywords: HCL America Inc, New Britain , Desktop Support Specialist, Other , New Britain, Connecticut

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