Job Description

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Role Overview:

• Participates as a member of an IT technical support and customer service team. Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts. Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues.
• Provides end-user support across all end user services provided by HPIT. Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all HPIT client provided services. Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support.
• Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services. Partners, as required, with members of a given team or other HPIT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified. Identifies potential escalations and proactively alerts management as needed.
• Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity. Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk. Ensures configuration and inventory management database entries are complete and accurate. Performs work assigned by others. Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines.


Technical Support Responsibilities

• Troubleshoot known and unknown hardware issues related to corporate issued or provided desktop, laptops, mobile devices (phone & tablets), peripherals, and associated accessories
• Troubleshoot known and unknown software issues related to Windows XP/Vista/Windows 7, Microsoft Office, Outlook, Microsoft Office Communicator and other corporate deployed desktop applications.
• Troubleshoot Microsoft patches, corporate software deployments, group policies and McAfee Antivirus issues
• Build and reimage a corporate issued PC including performing any necessary HW repair or upgrades required to solve the end user productivity issue. Hardware replacement will occur after diagnostics are run to confirm HW repair, replacement, or upgrade.
• Troubleshooting of LAN/WAN issues impacting employee productivity. This will involve a demonstrated understanding of networking basics, TCP/IP, VPN, secure access methodologies, and wireless technologies.
• Provide excellent verbal and written communication to end users regarding their productivity issues. This communication also needs to be provided to HPIT and in English (Mandatory). Local language verbal and written skills will be considered a secondary requirement if required due to corporate policy. Must demonstrate the ability to interact with end users of all levels using a variety of active listening and empathetic listening skills. Proven ability to communicate highly technical information to both technical and non-technical end users both verbally as well as written.
• Ability and experience using Ghost and other desktop imaging software (MS MDT/ MS WDS / Sysprep / RIS)
• Documents solutions and incident resolution case notes in English in assigned reporting systems
• Performs inventory management, reporting, and ordering for area of responsibility according to company policies using company and organizational applications and tools. This can include, but is not limited to the ordering of the following - PCs, mobile devices, hard drives, memory, ActiveKeys, LAN cables, docking stations, monitors, keyboards, mice, productivity accessories.

Minimum Education Qualification Requirements: Bachelors Degree in Computer Science, Business Administration, Information Systems, Electrical Engineering, is required. Masters Degree is preferred.

Minimum Experience Required:

• Desired: 3 - 5 years in a corporate Information Technology department providing end user support over a wide range of end user environments.
• Experience with multiple infrastructure environments and understanding their relationships (e.g. operating system, hardware, data center, security, network, voice, mobile devices, end user and server / web related applications).
• Hardware certification such as A+ or equivalent
• Microsoft certification(s) such as MCSE or MCP
• Network certification such as CCNA, CCNP or equivalent
• Experience with business Information Technology (IT) applications (e.g. supply chain, customer relationship mgmt, HR, finance) will be considered a plus.


Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here•.•