Field Service Technician

HCL Technologies Limited; Baltimore (MD); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off (PTO)

10 paid holidays

Job summary

HCL Technologies Limited is seeking an FSO Technician to provide deskside and field support for end users, ensuring clinicians and staff stay productive. You will deploy devices, resolve incidents, manage assets, and deliver on-site technical assistance with a focus on healthcare compliance and service excellence.

The role involves imaging, deployment, mobile device support, and ticketing in ServiceNow, with ITIL-aligned processes and potential on-call duties.

Qualifications

• 2–3 years of deskside/field support experience.
• Proficient in Windows 10/11 and basic Mac support.
• Experience with ticketing systems like ServiceNow.
• Knowledge of TCP/IP, Wi‑Fi, VPN.
• Strong troubleshooting and customer service skills.
• Ability to work independently or as part of a team in clinical environments.
• Able to lift and move IT equipment as needed.

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.

Skills

Deskside support

Windows 10/11

Mac support

ServiceNow

Networking basics

Troubleshooting

Customer service

Independent worker

Equipment handling

Tools

ServiceNow

Job description

Our company is a leading provider of innovative solutions in the field of Healthcare and IT. We are committed to delivering exceptional customer service and technical expertise.

Job Summary

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]


• Competitive salary and benefits package


• Opportunities for professional growth and development


• Supportive and collaborative work environment

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.