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Deskside Support Lead
HCL Technologies Limited - Business Services - Denver, CO
posted about 2 months ago
About the position
The Deskside Support Lead position at HCL Technologies is designed for an experienced technician who will oversee the Desktop Support team. This role involves collaborating with IT design teams and Level 1 Service Desk to provide comprehensive support for core infrastructure and desktop technologies. The lead will mentor less experienced personnel, implement strategies to meet client needs, and ensure consistent processes across the enterprise environment.
Responsibilities
- Provide primary desktop support for Windows Operating System and Mobile Device Management Infrastructure.
- Ensure consistent processes and technologies are utilized across the enterprise environment.
- Lead a team and balance priorities based on defined service level agreements.
- Support network and cloud infrastructure as smart hands and feet.
- Maintain communication with support technicians to ensure timely ticket resolution.
- Provide end-user software troubleshooting and support.
- Re-image desktops and laptops as needed and deploy new equipment to end users.
- Track and update the movement of all IT assets within stipulated tracking systems.
- Document recurring issues in the Knowledge Base and case status in the ITSM system.
Requirements
- Bachelor's degree in IT or Computer Science preferred.
- 5 years combined experience in desktop support technologies.
- Proficient in Mobile Device Management, iOS, Active Directory, and Windows 10 troubleshooting.
- Strong customer service skills and experience in desktop and notebook hardware.
- Demonstrated strong analytical and problem-solving skills.
- Ability to lead through influence and collaborate with cross-functional teams.
Nice-to-haves
- Microsoft Certified Professional certification.
- Microsoft Certified Solutions Expert (Messaging; SharePoint) certification.
- Microsoft Certified Technology Specialist certification.
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
