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HCLTech · 23 hours ago

Desktop Specialist

Covington, VA

Full-time

Onsite

New Grad, Entry Level

$42K/yr - $68K/yr

HCLTech is seeking a Desktop Specialist to troubleshoot and resolve IT issues for end users. The role involves coordinating installations, moves, adds, and changes (IMACDs) for IT equipment and ensuring high-quality execution of services at designated customer sites.

Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications

H1B Sponsor Likely

Hiring Manager

Nishant Panchal

Responsibilities

Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in user’s environment

Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements

Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites

Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and

Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance

Recrate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation

Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular basis

Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization

Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately

Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users

Conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s)

Coordinate any physical space requirements as determined during the Site survey review

Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC

Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC

Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures

Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location

Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT

Cancel Network Transport Services that are no longer required after completing the IMACD

Qualification

Troubleshooting IT issuesIMACD coordinationCustomer communicationSite survey executionConfiguration management

Required

Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in user's environment

Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements

Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites

Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party)

Recreate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation