Field Service Technician

HCL Technologies Limited; Detroit (MI); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision, pharmacy, and

Life, ADA, and disability insurance

Employee assistance program

401(k) retirement plan

Paid time off and holidays

Job summary

The FSO Technician at HCL Technologies Limited provides deskside and field support for clinicians and business users. You will deploy devices, resolve incidents, manage assets, and offer on-site technical assistance to ensure uninterrupted work flow.

Responsibilities include imaging/deployment, end-user device support, and collaboration tool troubleshooting, with on-call and after-hours support as needed. This role emphasizes ITIL practices and healthcare security compliance.

Qualifications

• 2–3 years of deskside/field support or 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.

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

End-user deskside support

Windows 10/11 & Mac support

ServiceNow or ITSM

Networking basics (TCP/IP, Wi-Fi, VPN)

Troubleshooting & customer service

Independent or team work in clinical/生

Lifting/moving IT equipment

Preferred certs (HVAC/Electrical)

Education

HVAC certification

Electrical certification

Tools

ServiceNow

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)
• 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.