Field Service Technician

HCLTech; Appleton (WI); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Employee assistance program

Disability insurance

Job summary

HCL Technologies Limited in Wisconsin is seeking an FSO Technician to provide deskside and field support for clinicians and business users. You will deploy devices, resolve incidents, manage assets, and offer on-site technical assistance to keep healthcare operations running smoothly.

You will support Windows and Mac devices, troubleshoot collaboration tools, and follow ITIL processes. This role includes onboarding assistance, asset management, and occasional on-call shifts in a healthcare

Qualifications

• 2–3 years of deskside/field/EUC support experience.
• Solid knowledge of Windows 10/11 and basic Mac support.
• Experience with ServiceNow or similar ticketing systems.

Responsibilities

• Provide deskside and remote support for Windows, macOS laptops and desktops.
• Troubleshoot issues in Google Workspace and collaboration tools.
• Image, stage, deploy devices and validate post-deployment.
• Configure end-user devices and peripherals; support mobile devices.
• Diagnose hardware, OS and application problems; manage tickets in ITSM.
• Follow ITIL processes; assist with onboarding and access coordination.
• Maintain asset records and coordinate depot/vendor repairs.
• Participate in on-call and after-hours support as needed.

Skills

Windows 10/11

Mac support

ServiceNow

Networking basics

Troubleshooting

Customer service

On-site equipment handling

On-call support

Tools

ServiceNow

MDM basics

Job description

The FSO Technician is responsible for deskside and field support for end users. The role includes device deployment, incident/request resolution, asset handling, and on‑site technical assistance to ensure clinicians and business users can work without interruption.

Key Responsibilities:

• Provide deskside and remote support for Windows and Apple laptops/desktops.
• Troubleshoot and resolve issues related to Google Workspace / O365 / collaboration tools.
• Perform device imaging, staging, deployment, and post‑deployment validation.
• Configure, support, and troubleshoot end‑user devices and peripherals.
• Support mobile devices (iOS/Android), enrollment, and basic MDM troubleshooting.
• Diagnose and resolve hardware, OS, and application issues.
• Manage tickets in ServiceNow or similar ITSM tool including updates and closure.
• Follow ITIL processes for incident, request, and asset handling.
• Assist with new‑hire onboarding (accounts, devices, access coordination).
• Ensure accurate asset assignment and updates in the asset management system.
• Perform asset tagging, inventory counts, and stockroom organization.
• Coordinate depot/vendor repairs and warranty replacements.
• Adhere to SLAs, security policies, and compliance standards required in healthcare.
• Participate in rotational on‑call and after‑hours support when required.

Required Skills and Qualifications:

• 2–3 years of experience in deskside / field support / EUC support.
• Strong knowledge of Windows 10/11 and basic Mac support.
• Experience with ServiceNow or similar ticketing systems.
• Working knowledge of networking basics (TCP/IP, Wi‑Fi, VPN).
• Excellent troubleshooting and customer service skills.
• Ability to work independently or as part of a team in clinical environments.
• Ability to lift and move IT equipment as needed.
• Additional Qualifications (Preferred):
• Certification in relevant field (e.g., HVAC, electrical, etc.)
• Experience with [specific equipment or software].

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 [e-mail] for investigation.