Previous Job
Desktop Support Engineer
Ref No.: 21-00578
Location: New York, New York
Looking for Desktop Support Engineer candidates who can work onsite from Day1.
  • Accurately test, identify, repair, resolve and document end-user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, and basic printer support.
    • Questions about nonstandard equipment should be brought to HCL management's attention
  • Troubleshoot and resolve software issues. Ability to install, configure, reconfigure or reinstall software including remote support
  • Update the tickets in ITSM & work on tickets within the defined service levels
    • Appropriate notes required
    • HOLD reason notes required
    • Missed scheduled date notes required
    • Ticket transfer reason notes required
    • Identify tickets that should be projected and provide info to the Project Management team
  • Reimaging computers/hard drives in accordance with customer standards
  • IMACD function including installation and decommission.
  • Backing up and restoring settings and associated systems administration activities
  • Drive end-to-end ownership of issues to provide a resolution for all requests and incidents.
  • Categorize and prioritize end-user support requests and service requests by utilizing a ticketing system to track tickets and provide up-to-date status and information.
  • Move equipment associated with escalated help desk incidents and service requests
  • Perform asset inventory activities to maintain accuracy.
  • Trains and orients staff on the use of hardware and software.
  • Recommends and/or performs upgrades on systems to ensure longevity.
  • Other tasks as assigned by Site Lead/Regional Lead.
  • Work w the team/partner w HCL SD/ATS/FSS teams to improve service.
  • Maintain a clean work environment.

For any queries contact Kalyan at 760 463 9309/