Field Service Technician

HCLTech; Waco (TX); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off (PTO)

Paid holidays

Employee assistance program

Disability insurance

Life insurance

Job summary

HCLTech is seeking a skilled FSO Technician to provide deskside and field support for clinicians and business users in the Waco, TX area.

You will deploy devices, image and stage hardware, troubleshoot Windows and Mac systems, and manage incidents and requests in ServiceNow while adhering to ITIL processes and healthcare compliance. This role requires strong customer service and the ability to work independently or on a team in clinical settings.

Qualifications

• 2–3 years deskside/field support experience.
• Strong Windows 10/11 and basic Mac support.
• Experience with ServiceNow or similar ticketing systems.
• Working knowledge of TCP/IP, Wi-Fi, VPN networking.
• Excellent troubleshooting and customer service.
• Ability to work independently or in clinical environments.
• Ability to lift and move IT equipment.

Responsibilities

• Provide deskside and remote support for Windows and Apple devices.
• 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

Windows 10/11

Mac support

ServiceNow

Networking basics

Customer service

EUC support

Tools

ServiceNow

MDM basics

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].

• 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.