Job Description
Job Role: DSS (Depot Services & Solutions)
Location: Pittston, PA (Onsite)
The role primarily involves basic operational and routine support tasks that require minimal technical expertise.
Principal Responsibilities: (Essential Function)
The work breakdown percentages for the following high-level responsibilities are defined by different client contracts and may differ between accounts. Managers: You must review with your team member's the percentages that pertain to their job.
Hardware Repair
- Replicate and resolve customer issues in the hardware environment (Triage.)
- Prioritize the day's repairs to ensure that all equipment is returned to users within each Client's Service Level guidelines (whether working in a dedicated or syndicated environment.)
- Complete all steps necessary to fully configure equipment for new hires and "rebuild" type repairs
- Prepare Manufacturer Repair orders for damaged equipment
Horizon and Call Logging
- Consistently monitor Horizon for incoming repairs.
- Submit detailed Defective Tag summaries documenting actions taken towards the resolution of an
- Provide feedback on processes and technical documentation to assist in verification of order completion issue.
- Escalate issues to Hardware Manager/Supervisor, Quality Assurance/Control staff as applicable.
Other
- Perform special projects as assigned by management.
- Stay current on Original Manufacturer Equipment policies, changes and maintenance procedures for their equipment.
- Continually update technical information and best practices concerning proprietary applications to the HCL Tech and other knowledge management channels.
- Accountable for all assets handled, including but not limited to, virtual tracking, physical tracking, and physical condition.
Job Requirements
Education/Experience
- High school diploma or equivalent required
- Associate degree or technical certification in computer hardware or related field preferred
- Computer hardware repair or computer support experience
- Experience working in a helpdesk or technical support environment preffered
Skills
- Excellent oral and written communications skills
- Excellent problem solving and troubleshooting skills
- Experience in troubleshooting current Microsoft operating systems and Office applications
- Basic network knowledge of networks and network systems
Competencies
- Accountability: Strives to take appropriate action in all aspects of work. Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay focused, work independently and as team as well as set our own personal standards. This includes taking responsibility for our schedules, attendance and punctuality.
- Adaptability: Adjusts to new conditions, work situations and responsibilities. Welcomes the opportunity to learn new tasks and accepts feedback positively.
- Communication: Clearly conveys key messages, written and verbally. Recognizes when a miscommunication has occurred and acts to correct it. Holds crucial conversations, when required, in a professional and productive manner.
- Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
- Quality: Completes work that is attentive to detail and accurate. Displays a commitment to excellence by continually looking for improvements.
- Teamwork: Works together to achieve common goals. Actively listens, cooperates and encourages open communication as well as the sharing of knowledge. Remains open-minded and willing to entertain others' ideas. Regularly solicits constructive feedback, builds consensus, and asks well thought out and well prepared questions. Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation.
Working Relationships
- Maintain inter-department relationships to resolve client issues
- Effectively communicate with both internal and external clients
- Develop communication and working relationship with Supervisor
Physical Demands and Work Environment
- The physical demands and work environment characteristics described here are representative of those that an associate encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- While performing the duties of this job, the employee is frequently required to sit, talk and hear. The associate is occasionally required to stand and walk. Occasionally, the associate may need to lift and/or move up to 20 pounds. The noise level in the work environment is usually moderate.
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