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IT Support Specialist :: Tampa, FL :: Onsite

esolutionsTampa, FL

4 days ago

Occupations

Computer User Support SpecialistsComputer Network Support SpecialistsNetwork and Computer Systems Administrators

Industries

Computer Systems Design ServicesComputer Facilities Management ServicesCustom Computer Programming Services
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About the role

IT Support Specialist
Location: Tampa, FL :: OnsiteMode: Contract (6+ Months) – Onsite
Experience required:
  • Upto 6-7 years max
  • Job Mission
  • The Support Specialist provides support to the Customers End-users in using their IT equipment, applications and services, and contributes to maintaining and operating our End User Services (EUS) Onsite deliveries as per agreed Service Levels.
Job Context: The Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels. The Support Specialist IT will be involved mainly in:
  • Managing activities related to new hire support from IT hardware perspective.
  • Retrieving devices from terminated users.
  • Providing peripheral support like issuances of mouse, keyboard, docking station etc.
  • Perform incident resolutions and request fulfilment and supports end users on a variety of issues
  • Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection
  • Wanted Profile
  • Excellent customer service skills.
  • Completes assignments with/without direct supervision and good team player.
  • Experience with Microsoft Windows 11, MS Office products (2016 and later), laptops, printers and peripherals
  • Familiarity with working concepts of Fulfilment Centres like Amazon Warehouses.
  • Experience in ticketing tool, preferably Service
  • Now.
  • Experience in Imaging and familiarity with tools like Pixie boot.
  • Disciplined, punctual and team player.
Activities Include (But Not Limited To):
  • Imaging laptops for new hires and ensuring quality assurance, creating new hire bundles.
  • Dispatching new hire bundles and retrieving termination bundles via
  • Managing IT peripherals support.
  • Retrieving devices for terminated employees.
  • Lifting and moving boxes (not over 50 pounds)
  • Experience in using manual and semi-automatic jacks.
  • Maintain workplace hygiene.
  • Responsibilities and PowersWork within the guidelines and routines defined for the product or assignment
  • Work to ensure relevant KPI/PI’s goals for the team they are working with are met for the product or assignment
  • Provide the end user the support that is agreed upon
  • Provide information to end users in the event of operational disturbances
  • Act as action owner of the cases or orders they are assigned toDetermine and assign correct priority on created or received cases and act according to given instructions
  • Escalate cases to other support functions when necessary
  • Perform incident resolutions and request fulfilments
  • Contribute to the identification and escalation of problems in supported services and solutions
  • Contribute to knowledge management and the documentation of errors and known work arounds
  • Follow the requirements concerning Information Security described in HCLTech Policy
  • Utilize and contribute to the HCL Knowledge Management System
  • Support 2nd and 3rd line teams with problem identification and resolution as required
  • Act as dispatcher of incoming tasks
  • Ensure correct use of applicable security policies and raise security issues where discovered
  • Drive the identification and escalation of problems in supported services and solutions
  • Drive knowledge management and the documentation of errors and known work arounds
  • Contribute to discussions on methods to improve team efficiency and delivery quality
  • Drive methods to improve team efficiency and delivery quality
  • Participate in development of new operation techniques and contribute to designing solutions in support
  • Coordinate and secure specialized training for specific support tasks requiring unique knowledge

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JOB OVERVIEW

Experience level

Senior

Location

Tampa, FL

Occupation

Computer User Support Specialists

Industry

Computer Systems Design Services

Posted

4 days ago

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