Job Summary
The Administrator for Imaging Methodologies and Support Operations plays a crucial role in delivering advanced technical support and ensuring seamless operations. This position is vital for troubleshooting complex incidents and implementing effective solutions, contributing to customer satisfaction and maintaining high-quality service standards. (1.) Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements While Implementing Imaging Methodologies Using Sccm To Ensure Compliance And Operational Excellence.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Conducting Root Cause Analysis And Implementing Solutions To Resolve Technical And Security Issues In Imaging Processes.
3. Engage In Value-Adding Activities Such As Updating And Managing Knowledge Bases, Training New Team Members, And Coaching Analysts On Best Practices Related To Zero Touch Imaging.
4. Resolve Complex Support Tickets Within Agreed Service Level Agreements (Slas), Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Enhance Security Posture.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopen Cases, While Proactively Identifying And Mitigating Security Threats.
Skill Requirements
1. Proficient In Imaging Methodologies, Specifically Zero Touch And Sccm.
2. Strong Understanding Of Troubleshooting Techniques And Root Cause Analysis For Technical Issues.
3. Familiarity With Regulatory Compliance And Quality Assurance Processes.
4. Experience In Knowledge Management And Training Methodologies.
5. Excellent Communication And Collaboration Skills.
Certification
1. Optional But Valuable Certifications: Microsoft Certified: Modern Desktop Administrator Associate, Itil Foundation Certification.
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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
