Field Service Technician

HCLTech

Miami (FL)

On-site

USD 45,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

Paid Holidays

Employee Assistance Program

Job summary

An established industry player is seeking a dedicated IT Support Specialist to provide exceptional hardware and software support to employees and new hires. This role involves troubleshooting issues across various platforms, managing inventory, and ensuring seamless onboarding processes. The ideal candidate will thrive in a dynamic environment, demonstrating outstanding customer service skills and technical expertise. With responsibilities ranging from imaging and installing software to coordinating repairs and managing assets, this position offers a unique opportunity to contribute to a supportive and innovative team. Join a company that values diversity and offers a comprehensive benefits package, including medical, dental, and retirement plans.

Qualifications

3-5 years of IT experience with a focus on customer service and technical support.
MCP or A+ certifications preferred for this role.

Responsibilities

Provide hardware/software support and troubleshooting for Windows and Apple devices.
Manage inventory and asset tagging while ensuring proper onboarding of new hires.

Skills

Customer Service

Troubleshooting

Windows OS

Macintosh OS

Networking Concepts

Inventory Management

Technical Training

Communication Skills

Education

3-5 years IT experience

MCP or A+ Certifications

Tools

Microsoft Office Suite

PC-based Word Processing Software

PC-based Spreadsheet Software

Job description

This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. The job will require travel between offices (up to 150 miles).

Responsibilities:

Image and install software on Windows and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.
Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices.
Printer break-fix and installation.
Disposal, redeployment and Asset reclaim.
Shipping coordination.
Data Backup and Data Recovery coordination.
Hardware Refresh.
Warranty and Out-of-warranty repair and replacement.
Depot Services.
Walk Up Support.
Spare parts management.
Good Knowledge / hands-on on supporting VDI 1st level Troubleshooting.
Executive (VIP) Support.
Audio and Video Support including Health Checks.
Inventory and Asset Management – Depot Operations.
Coordinate with external vendors for dispatch support.
Identify and resolve hardware and software application conflicts.
Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents.
Responsible for asset tagging and entering all incoming equipment into our asset management system.
Collaborate with cross-functional teams to properly onboard incoming new hires.
Ensure that hardware is properly assigned and updated into our management system.
Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment.
Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware.
Ensure that resolutions are consistent with company standards and policies.

Requirements/Qualifications:

Prefer 3-5 years IT experience, including technical training.
Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications.
Experience with imaging Windows 10 OS.
Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet).
Experience in using PC-based word processing, presentation, and e-mail software preferred.
Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred.
Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations.
Outstanding customer service and interpersonal skills.
Excellent organizational skills and ability to prioritize tasks among many competing requests.
Experience working in or supporting a call center or help desk environment.
MCP and or A+ Certifications.
Aptitude for learning.
Excellent oral and written communication skills.
Ability to work in teams and in a team environment.
Able to lift up to 50 pounds.
Own car for transportation (mileage will be reimbursed by policy).
Valid driver’s license.

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.

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 company policies. In addition, this role is eligible for the following benefits subject to company 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 per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Seniority level