Level 1 Analyst IT Help Desk

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

As an IT services provider, HCL provides custom software development, product engineering, and consulting services to Fortune 1000 companies in a variety of industries. HCL is a $6.7 billion IT services company with over 111,092 professionals operating across 31 countries and is growing at 14% year‑over‑year in revenues. There are around 10,000 employees in the U.S. under the HCL America Inc. branch of HCL.

Job Description

Role: IT Help Desk Support

Location: Cary, NC

Duration: Fulltime / Perm with HCL America

Role Summary: Provide first‑line support for IT service requests and incidents, ensuring timely resolution in line with defined service level agreements.

Responsibilities

• Accept and register service calls.
• Classify service calls according to the specified options.
• Execute first‑attempt resolution of service calls.
• Refer the service call to the appropriate resolution owner support group.
• Track the progress of an owned service call throughout its lifecycle to ensure resolution within the agreed SLA and update records as necessary.
• Escalate to appropriate management when thresholds are violated.
• Close service calls.
• Communicate status of service calls internally or externally, as defined by the SLA.
• Report on service calls.
• Communicate response times for dispatched tickets to customers.
• Ensure adherence to SLA across the entire service request process.
• Execute service requests such as setting up NT/Outlook accounts per SLA.
• Process and send IT reports.

Qualifications & Skills

• 2–6 years of IT support experience.
• Customer‑focused, empathetic, and diplomatic with strong interpersonal skills.
• Clear verbal and written communication skills (English). Good writing techniques.
• Team player and disciplined, systematic problem‑solving mindset.
• Comfortable working under stress and handling remote access issues.
• Basic technical knowledge of business processes and organization units.
• Familiarity with active directory, Exchange 2003/2007, and Windows operating systems.
• Experience with ITSM ticketing tools such as Remedy, HP Service Center, and Peregrine Service Center.
• Experience with remote desktop connectivity applications (SMS, Bomgar, WebEx, Live Meeting, Windows native tools).
• Working knowledge of Windows operating systems: Windows 7, Vista, XP, 2000; servers: Windows 2000, 2003, 2008.
• Microsoft Office Suite proficiency (Word, Excel, PowerPoint, Outlook, Project, Visio).
• Experience with Office 365, Office 2016, VPN, remote dial‑in users, laptop, desktop, and printer support.
• Support for PDA and BlackBerry and common desktop applications such as Adobe Acrobat and WinZip.
• Open availability and flexibility to work a 24/7 schedule.

Additional Information

All information will be kept confidential according to EEO guidelines.