Global Onsite IT Support Technician

HCL Technologies Limited; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCL Technologies Limited is seeking a Deskside Technician to provide onsite field support for IT End User Computing (EUC) equipment across multiple sites. You will handle hands-on technical assistance, incident resolution, and hardware/software support, contributing to event support operations and exceptional customer service.

The role involves coordinating with specialized IT teams, managing escalations, and maintaining thorough documentation in the ITSM system to ensure smooth service delivery

Qualifications

• Experience delivering onsite IT end-user computing (EUC) support.
• Strong incident logging and ticketing skills with precise documentation.
• Familiarity with IMACD (Install, Move, Add, Change, Dispose) processes and asset disposal policies.

Responsibilities

• Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices.
• Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures.
• Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged and tracked through resolution.
• Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests.
• Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies.
• Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset management guidelines (including legal hold PCs).
• Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to remote troubleshooting and device assistance.
• Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM tool.
• Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all required devices.
• Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction.

Skills

EUC support

Onsite support

Incident logging

IMACD

Asset management

Vendor coordination

Knowledge base

Job description

HCL Technologies Limited is seeking a Deskside Technician to provide onsite field support for IT End User Computing (EUC) equipment across multiple sites. You will handle hands-on technical assistance, incident resolution, and hardware/software support, contributing to event support operations and exceptional customer service.

The role involves coordinating with specialized IT teams, managing escalations, and maintaining thorough documentation in the ITSM system to ensure smooth service delivery