Senior Specialist

Job Description (Posting). HCL Desktop Technician JD (DSS) Houston, TX Main tasks in the following areas: Ability to contact and troubleshoot directly with users to resolve various software and hardware issues. Good customer service focus personality and ability with a can do attitude expected. Hardware installation and delivery (new computers, monitors, docking stations, accessories, etc.) Maintaining loaner laptop pool (clean, wipe and/or reimage/reload) User equipment moves within the office (disconnect equipment, relocate, and reconnect, retrieval) Facilitating user transfers between offices (assist with data copy, backups, equipment transfer process) Staging and imaging computers (unboxing, setup in staging area, image machines using Client s process) Maintain equipment records in inventory and stock Asset management systems - Manage hardware inventory and keep hardware databases updated. Windows OS System Image Deployment with SCCM and QA check them. Clean and repair machines. Changing laptop batteries, keyboards, replacing RAM. Trouble shoot boot issues such as blue screen / BIOS setting / Boot start up issues. Move laptops and desktops/workstations around the building as directed by the Team lead. Good understanding of Windows 10 and Office 365 apps. SharePoint, ServiceNow, Active Directory and Software Center a big plus. ITSM ticket system experience Hardware/ Software troubleshooting and repair skills on: PC s / Laptops / Outlook & Microsoft application basic troubleshooting. Other tasks as directed by the supervisor. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases