End-User IT Helpdesk Specialist

HCL Technologies Limited; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

medical

dental

vision

pharmacy

life

accidental death & dismemberment

disability insurance

employee assistance program

401(k) retirement plan

10 days PTO per year or unlimited PTO

10 paid holidays per year

Job summary

HCL Technologies Limited is seeking a skilled Helpdesk professional to diagnose and resolve hardware, software, and network issues for end users. The role emphasizes strong communication, problem solving, and adherence to SLAs in a dynamic support environment.

Responsibilities include incident classification, first-contact resolution, escalation to resolution owners, and end-to-end ticket lifecycle management with clear documentation and customer updates.

Qualifications

• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following: Windows Operating systems; Clients: Windows7/Windows Vista/XP/2000; Servers: Windows 2000/2003/2008; Knowledge of Active Directory, Exchange 2003/2007; ITSM ticketing tools; Remote desktop tools; MS Office Suite; VPN and remote dial-in; Laptop/desktop/printer support; PDA/Blackberry support; Desktop applications like WinZip.

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for end users.
• Classify Service Calls and route to appropriate support teams.
• Coordinate with level 3 and support staff for problem resolution.
• Document problems and resolutions in SOAR and track SLA.
• Respond to calls/emails/messages and follow up until resolved.
• Diagnose problems via discussion with users, logs, and research.
• Troubleshoot remote connectivity issues using remote access tools.
• Identify, evaluate and prioritize customer problems and complaints.
• Participate in ongoing training and development.
• Maintain quality of incident documentation and calls.

Skills

Customer-focused

Troubleshooting remote access

Clear speaking

Interpersonal skills

Empathy

Team player

Professional conduct

Business understanding

Good writing (English)

Education

A+

Tools

Remedy

HP Service Center

Peregrine Service Center

SMS

Bomgar

WebEx

Live Meeting

Windows Native tools

MS Office Suite

VPN

Active Directory

Exchange 2003/2007

Job description

HCL Technologies Limited is seeking a skilled Helpdesk professional to diagnose and resolve hardware, software, and network issues for end users. The role emphasizes strong communication, problem solving, and adherence to SLAs in a dynamic support environment.

Responsibilities include incident classification, first-contact resolution, escalation to resolution owners, and end-to-end ticket lifecycle management with clear documentation and customer updates.