Administrator; Tools & Automation

Key Responsibilities

Domain/Subdomain: DWP/FSO

Job Description

• Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications.
• Resolving issues with Unified communication tools such as Teams and Zoom video calls.
• Familiarity with collaboration tools, meeting room equipment and conducting meeting room checks.
• Assisting with Windows 10 and 11 migration, user profile management, and data backups.
• Troubleshooting Windows profile issues, printers, and shared drive problems.
• Diagnosing and resolving network connectivity issues.
• Deploying standard images on desktops and laptops using Endpoint Manager/Intune.
• Providing 1st line technical support and answering support queries via phone and email.
• Maintaining a high degree of customer service for all support queries and adhering to service management principles.
• Familiarity with IT infrastructure tools such as Azure AD, Endpoint Manager/Intune, and M365 is preferred.
• Taking ownership of user problems and being proactive in issue resolution.
• Logging all calls and ensuring incidents, tasks and problems on the ticketing system (SNOW) are recorded and addressed within defined SLAs.
• Responding to client inquiries and helping them resolve hardware or software problems.
• Escalating more complex calls to the relevant IT Support member.
• Notifying staff to arrange for external technical support when issues cannot be resolved internally.
• Pre‑building PCs and maintaining good experience in desk‑side support.

• Associate Degree in Computer Science or a related field.
• Exhibits HCL Technologies Guiding Principles.
• Professional demeanor with excellent communication skills.

• Must possess a valid driver license.
• Must be able to carry up to 50lbs of weight off the ground.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.