Deskside Support Technician

Job Summary
The Deskside Support Technician will provide comprehensive technical support services to the client's
campus-based personnel. All Deskside Support Technicians are subject to shift changes and travel
between sites as required.
C3i/HCL is looking for a technician to analyze and perform diagnostics related to PC and Mac systems, operating issues, and their peripherals.
The technician's professional will configure, PC/Mac systems, their peripherals, and mobile devices.
Under general supervision, responsible for receiving user tickets through electronic systems, properly
documenting all actions taken and communicating effectively with the user community throughout
life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by
applying trouble-shooting and problem-solving skills. Installs and configures company standard
applications. Supports key service-level goals including response time and end-user satisfaction.

Principal Responsibilities: (Essential Function):

• Carries out responsibilities in accordance with the organization's policies, procedures, and state,
  federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and
  regulations.
• Provide direct technical support to client's on-site personnel
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software
  upgrades) including data migration
• Resolve reported incidents in the software & hardware environment
• Maintain incident management system with up-to-date information on ticket progress
• Complete assigned tickets in timely manner within the Client SLAs
• Update asset tracking inventory in accordance with work instructions
• Provisioning and setup of phone for either landline or VOIP
• Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
• Provide IT orientations for newly hired personnel
• Provide support services for client's conference and training rooms
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Travel between local offices in order to provide support for meeting and/or trainings

Job Requirements
Education/Experience

• BA or Vocational school degree preferred or equivalent work experience
• A+ Certification (Must be attained within three months of employment)
• Microsoft Certified Professional certification a plus
• Minimum of 2 years of Deskside support experience
• Previous call center, computer support, or customer service experience
• Technician must be able to travel if it's required by our client.

Skills

• Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals.
• Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShell
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any
  customer service scenario
• Excellent communication and customer service skills. Excellent teamwork skills
• Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft
  Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
• Ability to perform root cause analysis and determine appropriate course of action based on result
  Competencies
• Accountability: We all strive to be business owners, take appropriate action, controlling our work
  and making decisions. We treat the company's assets as our own, always with our long term
  success in mind. We accept personal responsibility to set clear expectations, meet business
  objectives, improve our organizational effectiveness and communicate our actions.
• Adaptability: The Company has shown continuous growth, and through this we adapt to new
  changes, work situations and responsibilities. We welcome the opportunity to learn new tasks and
  accept feedback positively.
• Collaboration: We respect our colleagues and treat everyone as we want to be treated. We have
  confidence in each other's capabilities and intentions. We believe that people work best when
  there is a foundation of trust. We work toward a win/win solution as a team - across department
  lines - doing what is right for all stakeholders.
• Communication: We are courteous to our internal and external contacts. We clearly convey key
  messages, recognizing when miscommunication has occurred and acting to correct it.

Working Relationships

• Maintain inter-department relationships to resolve reported incidents
• Effectively communicate with extended service providers and IT infrastructure groups
• Develop communication and working relationship with supervisor and colleagues
  Physical Demands and Work Environment
• Must be able to lift desktop computers, laptops, monitors, printers and other IT related
  equipment