Field Service Technician

HCL Technologies Limited; Michigan; Sur place; USD 48 000 - 64 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental & Vision

401(k) retirement plan

Paid time off

Paid holidays

Employee assistance program

Disability insurance

Life insurance

Résumé du poste

HCL Technologies Limited is seeking a FSO Technician to provide deskside and field support for clinicians and business users in a healthcare IT environment. You will deploy devices, image and configure laptops/desktops, manage incidents, and ensure SLAs are met while following ITIL and security policies.

The role involves troubleshooting Windows and Mac systems, mobile device support, ServiceNow ticketing, and assisting with onboarding.

Qualifications

• Experience with Windows 10/11 and basic Mac support.
• Experience with ticketing systems (e.g., ServiceNow).
• Networking basics (TCP/IP, Wi-Fi, VPN).
• Strong troubleshooting and customer service skills.
• Ability to work independently or in a clinical setting.

Responsabilités

• Provide deskside and remote support for Windows and Apple laptops/desktops.
• Troubleshoot and resolve issues with Google Workspace / O365 / collaboration tools.
• Image, stage, deploy devices and perform post-deployment validation.
• Configure, support, and troubleshoot end-user devices and peripherals.
• Support mobile devices (iOS/Android) including enrollment and basic MDM.
• Diagnose and resolve hardware, OS, and application issues.
• Manage tickets in ServiceNow or similar ITSM tool; update and close tickets.
• Follow ITIL processes for incident, request, and asset handling.
• Assist with new-hire onboarding (accounts, devices, access).
• Ensure asset accuracy in asset management system and perform tagging/inventory.

Connaissances

Windows 10/11

Mac support

ServiceNow

Networking basics

Troubleshooting

Customer service

Teamwork/independent work

Outils

ServiceNow

Description du poste

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)
• 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.