IT Help Desk Agent - Hardware, Software & Network Support

HCLTech; Melbourne (FL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision care

401(k) retirement plan

Paid time off

Job summary

HCLTech is seeking an experienced help desk professional in Melbourne, FL to diagnose and resolve hardware, software, and network issues over phone, email, and chat. You will coordinate with internal teams, manage user accounts, and document tickets with clear resolutions.

The role requires 2-3 years in a help desk environment, strong communication, and familiarity with Active Directory, Exchange, and ITSM tools. On-site work with comprehensive benefits is provided.

Qualifications

• Total education post high school: B.Sc. or Diploma.
• 2-3 years of help desk/voice customer service experience with problem solving in hardware, software, and networks.
• Certification preferences include MCP/MSCE/MSCA, HDI CSS, Cisco, ITIL V2/V3.

Responsibilities

• Provide hardware/software/network problem diagnosis and resolution via phone/email/chat.
• Route problems to 2nd/3rd level IT support.
• Coordinate with vendors and support staff for issue resolution.
• Administer user account provisioning and incident documentation.
• Perform level 1 remote desktop support and follow SOPs.

Skills

Phone support

Problem solving

Customer service

Communication skills

Remote desktop support

Education

B.Sc. or Diploma

Tools

Active Directory

Exchange 2003/2007

Remedy

HP Service Center

Peregrine Service Center

Remote desktop utilities (SMS/Bomgar/WebEx)

MS Office Suite

Job description

HCLTech is seeking an experienced help desk professional in Melbourne, FL to diagnose and resolve hardware, software, and network issues over phone, email, and chat. You will coordinate with internal teams, manage user accounts, and document tickets with clear resolutions.

The role requires 2-3 years in a help desk environment, strong communication, and familiarity with Active Directory, Exchange, and ITSM tools. On-site work with comprehensive benefits is provided.