Onsite IT Support Technician – Windows & End-User Expert

HCLTech; Charlotte (NC); On-site; USD 62,000 - 69,000; Full time

Job summary

HCLTech is seeking an Onsite Support Technician in Charlotte, NC to deliver high‑quality deskside IT support and end‑user services. The role involves direct user interaction, problem diagnosis, and collaboration with Audio Visual, Network, and Server teams to resolve issues onsite.

The candidate should have 1–3 years of experience, a customer‑centric approach, and familiarity with Windows OS, VPN and MS Office. Travel to remote sites may be required.

Qualifications

• BS/BA in Computer Science, Information Systems or equivalent
• 1–3 years of service delivery and end-user hardware/software troubleshooting
• Experience supporting Windows OS, MS Office, VPN, local and network printing, notebooks and mobile devices
• CompTIA A+ certification or equivalent
• Willingness to travel to remote sites or clusters
• Able to lift up to 30 lbs.

Responsibilities

• Provide customer-facing end-user support, including desktop/laptop/mobile device configuration and peripherals
• Perform onsite updates, configuration changes, or software installations
• Offer onsite technical assistance to end users
• Document and manage problems in the Incident Management System and track resolutions
• Manage ticket queue and ensure SLA adherence
• Troubleshoot software and basic network connectivity issues
• Coordinate with vendors for end-user support and warranty repairs
• Support security/compliance tasks (access reviews, risk assessments)
• Assist Level 3 teams and project groups on service delivery improvements
• Provide IT support for events and disaster recovery scenarios
• Be available for on-call support outside business hours as needed
• Prepare training materials and help train users as required
• Strive for First Call Resolution and minimize reopened tickets

Skills

Customer service

Verbal communication

Analytical thinking

Problem solving

Team collaboration

Education

BS/BA in Computer Science, Information Systems

Tools

MS Office

VPN

Windows OS

Notebooks & Mobile devices

Job description

HCLTech is seeking an Onsite Support Technician in Charlotte, NC to deliver high‑quality deskside IT support and end‑user services. The role involves direct user interaction, problem diagnosis, and collaboration with Audio Visual, Network, and Server teams to resolve issues onsite.

The candidate should have 1–3 years of experience, a customer‑centric approach, and familiarity with Windows OS, VPN and MS Office. Travel to remote sites may be required.