Administrator with DWP-FSS-Desk Side Services in Massachusetts | HCLTech
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Job Description

Administrator

Job Summary

  • Location: Massachusetts

  • Project role: Administrator

  • Qualification: B-Tech

  • Experience: 2.5-5 Years

  • Skills: Desk Side Services

  • No. of positions: 1

Job description:

"IT Site Support Specialist who will manage technical support services to all employees in supported offices. This is a hands-on role where the resource will provide both remote and desktop support as well as assist with projects like storage implementation, server and network upgrades and mobile computing reviews. The IT Site Support Specialist will be responsible for:
Providing technical expertise and end-user support in the areas of Mac OS, Microsoft Windows platform (Windows 10), Microsoft Office 365, off-the-shelf applications, Remote Connectivity Platform, network/local HP & Canon printers via desk side, phone support or remote support
Tenacious logging of tickets and timely resolution of first-line issues, or escalation to other support teams
Providing desktop/laptop break/fix/maintenance support
Providing support to growing mobility platform (iOS, Android and windows-based platform)
Technology onboarding deployment and offboarding asset recovery
PC and Laptop build
REQUIREMENTS:
The ideal IT Site Support Specialist will have demonstrated prior IT experience preferable within the professional services industry, excellent communications skills and an aptitude for problem solving. We are looking for someone with:
Ability to prioritize issues on a case-by-case basis
Excellent customer service skills
Experience working in an ITIL based Service Desk
Extensive knowledge and experience with Windows based technologies
Hardware platforms including HP laptops & Cisco phones.
Microsoft technologies such as Active Directory, SCCM and Exchange
Outstanding troubleshooting skills in WAN/LAN/Desktop situations
Excellent written and verbal communication skills that help represent diverse communities"

  • To provide support for on call escalations and doing root cause analysis of given issue
  • To independently resolve tickets within agreed SLA of ticket volume and time
  • To adhere to quality standards, regulatory requirements and company policies
  • Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

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