Hardware Technician

HCLTech; Pittston (Luzerne County); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Pharmacy

Life Insurance

AD&D

Disability Insurance

Employee Assistance Program

401(k)

Paid time off

Paid holidays

Job summary

HCLTech in Pittston, PA seeks a Hardware Technician to identify and resolve hardware and software issues beyond phone support, repair and maintain client equipment, and track assets within client SLAs.

The role covers hardware repairs, system rebuilds, repair order processing, and continuous learning of manufacturer policies, with opportunities for bonuses based on performance and company policy.

Qualifications

• High school diploma or equivalent required.
• Associate degree or technical certification in computer hardware or related field preferred.
• Computer hardware repair or computer support experience.
• Experience working in a helpdesk or technical support environment preferred.

Responsibilities

• Replicate and resolve customer hardware issues and triage repairs.
• Prioritize repairs to meet client service level guidelines.
• Configure equipment for new hires and perform rebuild-type repairs.
• Prepare Manufacturer Repair orders for damaged equipment.
• Monitor Horizon for incoming repairs and document Defective Tag summaries.
• Escalate issues to Hardware Manager/Supervisor and QA staff as needed.
• Stay current on OEM policies and update technical documentation; manage assets (virtual and physical).

Skills

Oral and written communication

Problem solving

Troubleshooting Microsoft OS & Office

Basic networking knowledge

Education

High school diploma or equivalent

Associate degree or technical certification in computer hardware

Job description

Department: DSS (Depot Services & Solutions)

Job Summary:

The Hardware Technician is responsible for identifying and resolving hardware and software issues that could not be resolved over the telephone. Additionally, the Hardware Technician is also responsible for repair, maintenance, and tracking of client equipment and operating within client Service Level Agreements.

The work breakdown percentages for the following high-level responsibilities are defined by different client contracts and may differ between accounts. Managers: You must review with your team member's the percentages that pertain to their particular job.

Hardware Repair

• Replicate and resolve customer issues in the hardware environment (Triage.)
• Prioritize the day’s repairs to ensure that all equipment is returned to users within each Client’s Service Level guidelines (whether working in a dedicated or syndicated environment.)
• Complete all steps necessary to fully configure equipment for new hires and “rebuild” type repairs
• Prepare Manufacturer Repair orders for damaged equipment

Horizon and Call Logging

• Consistently monitor Horizon for incoming repairs.
• Submit detailed Defective Tag summaries documenting actions taken towards the resolution of an
• Provide feedback on processes and technical documentation to assist in verification of order completion issue.
• Escalate issues to Hardware Manager/Supervisor, Quality Assurance/Control staff as applicable.

Other

• Perform special projects as assigned by management.
• Stay current on Original Manufacturer Equipment policies, changes and maintenance procedures for their equipment.
• Continually update technical information and best practices concerning proprietary applications to the HCL Tech and other knowledge management channels.
• Accountable for all assets handled, including but not limited to, virtual tracking, physical tracking, and physical condition.

Job Requirements

Education/Experience

• High school diploma or equivalent required
• Associate degree or technical certification in computer hardware or related field preferred
• Computer hardware repair or computer support experience
• Experience working in a helpdesk or technical support environment preferred

Skills

• Excellent oral and written communications skills
• Excellent problem solving and troubleshooting skills
• Experience in troubleshooting current Microsoft operating systems and Office applications
• Basic network knowledge of networks and network systems

Accountability:

• Adaptability: Adjusts to new conditions, work situations and responsibilities. Welcomes the opportunity to learn new tasks and accepts feedback positively.
• Communication: Clearly conveys key messages, written and verbally. Recognizes when a miscommunication has occurred and acts to correct it. Holds crucial conversations, when required, in a professional and productive manner.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Quality: Completes work that is attentive to detail and accurate. Displays a commitment to excellence by continually looking for improvements.
• Teamwork: Works together to achieve common goals. Actively listens, cooperates and encourages open communication as well as the sharing of knowledge. Remains open-minded and willing to entertain others’ ideas. Regularly solicits constructive feedback, builds consensus, and asks well thought out and well-prepared questions. Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation.

Working Relationships

• Maintain inter-department relationships to resolve client issues
• Effectively communicate with both internal and external clients
• Develop communication and working relationship with Supervisor
• The physical demands and work environment characteristics described here are representative of those that an associate encounter and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
• While performing the duties of this job, the employee is frequently required to sit, talk and hear. The associate is occasionally required to stand and walk. Occasionally, the associate may need to lift and/or move up to 20 pounds. The noise level in the work environment is usually moderate.

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.

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.

• medical
• dental
• vision
• pharmacy
• life
• accidental death & dismemberment
• 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)
• 10 paid holidays per year