Field Service Technician

HCLTech; Dearborn (MI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

401(k) retirement plan

PTO and holidays

Job summary

HCLTech in Dearborn, MI is seeking an IT Support specialist to provide face-to-face end-user support, triage challenges, and improve productivity with office products. The role covers hardware break/fix, OS/app support, and executive user assistance.

Responsibilities include system reimaging, escalations, hardware/software upgrades, and collaboration with IT teams. Travel may be required; a professional demeanor and strong communication are essential.

Qualifications

• Must possess a professional demeanor and strong customer service/training skills.
• Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area.
• Basic understanding of networks, Intel servers and telecoms.
• Strong Break / Fix skills: Desktops, Workstations, Notebooks, and Dell tablets.
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint).
• Strong problem solving and critical thinking skills.
• Strong written and verbal communication skills.
• Must be self-motivated and the ability to work independently with minimal supervision.

Responsibilities

• Provide direct Face-to-Face end user support with emphasis on quality resolutions.
• Help improve end user productivity by triage, advice, teaching, and developing solutions for common challenges with office products.
• Provide hardware break/fix and warranty support for desktops, laptops, tablets, and workstations.
• Provide OS and application support to diagnose and resolve non-recurring problems.
• Reimage systems as required.
• Identify escalations and alert management as needed.
• Partner with other IT teams to ensure resolution and root cause identification when needed.
• Recommend and/or perform hardware/software upgrades.
• Collaborate with procurement to purchase hardware and software.
• Complete installation and testing of computers and peripherals.
• Provide basic support for mobile devices and printers.
• Provide primary support to executive users.
• Maintain configuration/inventory in databases; track time/resources.
• Local travel as needed.
• Perform other duties as assigned.

Skills

End user support

Customer service

Hardware break/fix

OS & application support

Troubleshooting

Time management

Communication

Independent worker

Tools

Service Now

Smart IT

IT Connect

SCCM

Job description

• Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions
• Help improve end user's productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities
• Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices
• Provide operating system and application support to diagnose and resolve unique, non-recurring problems
• Reimage systems as required
• Identifies potential escalations and proactively alerts management as needed.
• Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
• Recommend and/or performs upgrades on systems
• Work with procurement staff to purchase hardware and software
• Complete installation and testing of computers and peripherals within established standards and guidelines
• Provide basic support for mobile devices and printers
• Provide primary support to executive users
• Ensures configuration and inventory management database entries are complete and accurate
• Provides time / resource estimates for assigned tasks including time tracking activities
• Local travel as needed
• Perform other duties as assigned

Requirements

• Must possess a professional demeanor and strong customer service/consulting/training skills
• Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area
• Basic understanding of networks, Intel servers and telecoms
• Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
• Strong problem solving and critical thinking skills
• Strong written and verbal communication skills
• Must be self-motivated and the ability to work independently with minimal supervision
• Must have excellent time management skills
• Must be detail and process oriented
• Ability to walk long distances across large facilities
• Must be able to pass a background security check
• Valid driver's license and reliable transportation

What will make a candidate stand out

• Experience with ticketing systems (Service Now, Smart IT, IT connect etc.)
• Experience working with executives
• Certifications: Hardware such as A+ or equivalent, Microsoft - MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP
• Experience performing remote control of PCs and video conferencing knowledge
• SCCM experience

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.