Key Responsibilities
Technical Support & Issue Resolution
- Respond to Level 1 escalations and resolve complex IT issues
- Troubleshoot hardware, Windows/Mac OS, collaboration tools (Outlook, Teams), enterprise applications, and foundational networking issues.
- Maintain strong ServiceNow ticket hygiene with accurate notes, work logs, and timely status updates.
- Perform IMAC activities (Install, Move, Add, Change) for all supported systems and equipment.
- Conduct OS deployments, patching, configuration updates, and endpoint provisioning following SOPs and customer requirements.
- Provide hands on support for:
- Desktop/laptop devices
- LAN/WAN connectivity
- Telecom/VoIP systems
- Imaging devices
- LIS/BIS laboratory instruments
- Facility and environmental IT systems
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System, Project & Collaboration Responsibilities
- Participate in IT projects, system migrations, refresh cycles, and hardware/software rollouts across Internal sites.
- Collaborate with SMEs, network teams, Internal site leadership, vendors, and service providers to troubleshoot and resolve issues.
- Maintain detailed documentation for incidents, SOPs, change requests, and customer-mandated records.
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Asset Management
- Oversee IT inventory across Internal locations, including procurement, lifecycle tracking, deployment, and disposal.
- Support onboarding by provisioning required devices and equipment for Internal users.
- Support offboarding by recovering IT assets from departing staff and contractors.
- Work closely with Hardware Asset Management (HAM) teams on equipment refresh and upgrade cycles.
- Assist in coordinating disposal of devices and peripherals.
- Ensure compliance with IT Asset Management (ITAM) policies across all customer environments.
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Other Responsibilities
- Travel up to 10% to Internal facilities within the assigned region.
- Participate in on call rotation for critical field incidents.
- Maintain a valid driver’s license.
- Work extended or shifted hours during outages, migrations, or major incidents.
- Perform additional customer-facing field duties as assigned.
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Required Skills & Competencies
- Strong troubleshooting expertise across hardware, Windows/Mac OS, networking basics, imaging tools, Autopilot, and endpoint management platforms.
- Working knowledge of ITIL processes and ServiceNow.
- Excellent communication, customer service, and documentation skills suited for Internal customer support.
- Ability to work independently across remote environments with minimal supervision.
- Strong organizational skills with the ability to manage multiple priorities in fast-moving field conditions.
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Qualifications
- Good to have Bachelor’s degree in IT, Computer Science, or related field preferred.
- Minimum 3 years of IT support experience, ideally in field service or customer-facing technical roles.
- Good to have certifications but not mandate: ITIL, Microsoft, Cisco, CompTIA.
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 [email protected] for investigation.
Pay: $51,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: On the road
