Support Jobs in Waldorf, MD

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4d ago

Desktop Support Speciliast

HCL Technologies Limited - Business Services Waldorf, MD

Waldorf, MD

4d ago

$54k - $88k/yr Full time End User Support Field Service Hardware Support

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Job Description

HCL Technologies Limited - Business Services is seeking a Desktop Support Specialist to handle on-site and field maintenance for HCLTech-issued assets across retail locations, with travel to customer sites and collaboration with service providers. This role is based in Waldorf, MD (onsite) and involves driving a company van to perform duties at multiple locations. A comprehensive benefits package accompanies the position.

Benefits

401(k)
Health insurance
Paid time off

Compensation

Salary: USD 54,000 - 88,000 per year

Location

Waldorf, MD (onsite). Travel to brand sites and customer locations; primary work on the road as required.

Responsibilities

Ensure safety and upkeep for the HCLTech issued van in line with company policy.
Safeguard and manage end-user IT devices assigned for store support.
Load approved devices into the van and keep them secure.
Park the van according to local regulations when at home and travel to sites as directed.
Drive to work sites and maintain vehicle safety; report conditions to management for repairs at designated locations.
Install, configure, and maintain devices at stores and other sites; perform on-site maintenance and configuration updates.
Execute single and bulk IMACD tasks (Install, Move, Add, Change, Dispose).
Provide technical support during special events such as grocery store openings.
Offer onsite technical assistance for devices in line with agreed SLAs.
Conduct security sweeps to ensure EFT PinPads, ports, and kiosks are secure; address issues and coordinate with store management as needed.
Travel to brand sites to restore device functionality, including troubleshooting, exchanges, reconfigurations, and shipping parts as required.
Perform remedial maintenance, remote diagnostics, and necessary repairs to restore devices; maintain backup and restore capabilities.
Maintain device records in CMDB/AMS, including end-user profiles, parts, and warranty status; communicate maintenance progress and tips to users.
Coordinate with service providers, warranty partners, and other third parties; provide advanced notice for OEM upgrades or replacements.
Adhere to cabling standards and perform inside wiring tasks as directed by HCLTech guidelines.
Provide on-call and overtime support as preapproved; document activities for management review.
Serve as a backup technician for Tech I/II colleagues and follow guidance from leaders.
Deliver assigned SLAs for field support under supervision and refer to the related deliverables and processes as needed.

Requirements

BS/BA in Information Technology or an equivalent combination of education and experience.
3+ years of experience in PC hardware and software configuration support.
1+ year of experience in Retail Field Support Operations Hardware Support.
Experience troubleshooting a range of PCs, network devices, and retail equipment across stores, offices, distribution centers, and data centers.
Ability to install, troubleshoot, and assist team members with a broad set of device applications in a retail store environment.
Strong customer service orientation with solid verbal communication skills.
Analytical thinking and problem-solving abilities.
Retail store experience is a preferred advantage.

Technologies

ServiceNow
MS Office O365
Windows OS
iPad, Tablets
Smart Phone

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