Field Operations Desktop Support

HCL Technologies Limited

Job Summary

This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to operating environment. This position is a field-based operations support position and will require supporting the field plants in Ames, IA and surrounding locations. Due to the nature of this critical support role, on call and overtime may be required.

Responsibilities for this position may include but are not limited to: Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems. Responsible for daily support to field locations in the surrounding area; requiring extensive travel and some overnight stays Ensures consistent processes, procedures and technologies are utilized across enterprise environment. Understand and follow direction provided by the team leads and managers of different products and towers.

Document recurring issues in the Knowledge Base Document in detail case status and tasks / work completed with end users in the ITSM system Responsible for racking and stacking of physical devices Installing new ethernet cabling (Mass cabling requirements to be handled through a vendor) Basic Networking troubleshooting skills Perform MACD (move, add, change, delete) activities for end user LAN and voice devices Connect to device console and sharing screen through Microsoft teams/Webex Follow the critical incident process Follow required safety protocols and complete regular trainings on safety and compliance Required Qualifications: Demonstrated background in one or more IT field technologies: Candidate should have 5 years combined experience and be proficient in supporting the following technologies: Mobile Device Management and Mobile Web Apps, iOS, etc.

Active Directory Administration Windows 10 Operating System advanced troubleshooting; proficient using Windows registry Microsoft Office 365 support and advanced troubleshooting.

Hardware troubleshooting with the ability to pinpoint hardware vs. software issue General knowledge/troubleshooting for Macs General knowledge/troubleshooting for Networking General knowledge of Microsoft Intune Printers Video Conferencing system support Understand and troubleshoot Azure MFA Desktop imaging Strong customer service skills Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them.

Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation.

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Key Responsibilities

Preferred Qualifications

Support Certifications, desired:

• Microsoft Certified Professional
• Microsoft Certified Technology Specialist

Skill Requirements

Required Qualifications

• Demonstrated background in one or more IT field technologies: Candidate should have 5 years combined experience and be proficient in supporting the following technologies:
• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office 365 support and advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Macs
• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune
• Printers
• Video Conferencing system support
• Understand and troubleshoot Azure MFA
• Desktop imaging
• Strong customer service skills