Senior IT Helpdesk & Remote Support Specialist

HCL Technologies Limited; Florida; On-site; USD 45,000 - 60,000; Full time

Job summary

HCLTech in Florida is seeking a motivated IT Help Desk professional with 3–4 years of experience to diagnose hardware, software and network issues via phone, email and chat.

You will route problems to internal 2nd and 3rd level teams, administer user accounts, document incidents in ITSM tools, provide Level 1 remote support, and ensure timely resolution while delivering high-quality customer service.

Qualifications

• 3–4 years of help desk or IT support experience.
• Strong diagnostic skills for hardware, software and networks.
• Excellent communication and customer service abilities.
• Ability to work with vendors and cross-functional teams.
• Familiarity with ITSM tools and remote support processes.

Responsibilities

• Provide hardware, software and network problem diagnosis and resolution via telephone, email and chat.
• Route problems to internal 2nd and 3rd level IT support staff.
• Manage relationships with vendors and support teams.
• Administer user account provisioning.
• Document and manage incidents in ITSM tools.
• Respond to calls, emails, messages and tickets through closure.
• Provide Level 1 remote desktop support and perform SOP based activities.
• Perform user account management and escalation of complex issues.
• Troubleshoot client software and network connectivity issues.
• Participate in training, maintenance updates, documentation and knowledge transfer.

Skills

Verbal communication

Written communication

Teamwork

Problem solving

Customer service

Adaptability

Cross-functional collaboration

Tools

Active Directory

Exchange Online

ServiceNow ITSM

Intune

Adobe Acrobat

Job description

HCLTech in Florida is seeking a motivated IT Help Desk professional with 3–4 years of experience to diagnose hardware, software and network issues via phone, email and chat.

You will route problems to internal 2nd and 3rd level teams, administer user accounts, document incidents in ITSM tools, provide Level 1 remote support, and ensure timely resolution while delivering high-quality customer service.