IT Help Desk Specialist - Hardware/Software Support

HCLTech; Morrisville (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Insurance

401(k) plan

Paid time off

Paid holidays

Employee assistance program

Job summary

HCLTech is seeking a Help Desk professional in Morrisville, NC to diagnose and resolve hardware, software, and network issues via phone, email, or chat. The role supports end users and coordinates with 2nd/3rd level IT teams while managing vendor relationships.

Ideal candidates bring 2–3 years of help desk experience, strong problem-solving skills, and familiarity with ITSM tools like Remedy and remote support tools. On-site work with standard IT operations is expected.

Qualifications

• Total 3-4 years of university education post high school (B.Sc. or Diploma).
• 2-3 years of help desk, voice customer service, and support experience with problem solving involving hardware, software, and networks.
• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification; ITIL knowledge of V2 or V3 preferred.

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customers' end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.

Skills

Phone support

Communication

Problem solving

Team player

Time management

Education

B.Sc. or Diploma

Tools

Active Directory

Exchange 2003/2007

Remedy

HP Service Center

Peregrine Service Center

Remote desktop tools (SMS/Bomgar/WebEx)

MS Office (XP/2003/2007)

Job description

HCLTech is seeking a Help Desk professional in Morrisville, NC to diagnose and resolve hardware, software, and network issues via phone, email, or chat. The role supports end users and coordinates with 2nd/3rd level IT teams while managing vendor relationships.

Ideal candidates bring 2–3 years of help desk experience, strong problem-solving skills, and familiarity with ITSM tools like Remedy and remote support tools. On-site work with standard IT operations is expected.