Job Description
Job Role: DSS (Depot Services & Solutions)
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Location: Pittston, PA (Onsite)
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Type : Contract
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The role primarily involves basic operational and routine support tasks that require minimal technical expertise.
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Principal Responsibilities: (Essential Function)
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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.
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Hardware Repair
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- 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
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Horizon and Call Logging
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- 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.
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Other
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- 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.
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Job Requirements
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Education/Experience
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- 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 preferred
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