IT Help Desk Analyst — 24/7 Support Specialist

HCL America Inc; Cary (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

HCL America Inc in Cary, NC, is looking for an IT Help Desk Support professional responsible for providing first-line support for IT service requests. The role requires 2-6 years of IT support experience and strong customer-focused skills.

Applicants should possess clear communication abilities and be disciplined problem solvers comfortable with a 24/7 working schedule. Familiarity with tools like Active Directory and ITSM ticketing is essential.

Qualifications

• 2–6 years of IT support experience.
• Customer-focused, empathetic, and diplomatic.
• Clear verbal and written communication skills in English.

Responsibilities

• Provide first-line support for IT service requests.
• Accept and register service calls.
• Classify service calls according to specified options.
• Track the progress of service calls and close them.

Skills

IT support experience

Customer-focused

Verbal and written communication skills

Problem-solving

Technical knowledge of business processes

Tools

Active Directory

ITSM ticketing tools

Microsoft Office Suite

Remote desktop connectivity applications

Job description

HCL America Inc in Cary, NC, is looking for an IT Help Desk Support professional responsible for providing first-line support for IT service requests. The role requires 2-6 years of IT support experience and strong customer-focused skills.

Applicants should possess clear communication abilities and be disciplined problem solvers comfortable with a 24/7 working schedule. Familiarity with tools like Active Directory and ITSM ticketing is essential.