Sr Administrator (Support & Operations)

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

Relevant Experience: 3 to 4 years in help desk, voice customer service and technical support.

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 complex issues.
• Troubleshoot client software and network connectivity issues.
• Participate in training, maintenance updates, documentation and knowledge transfer.

Key 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 complex issues.
• Troubleshoot client software and network connectivity issues.
• Participate in training, maintenance updates, documentation and knowledge transfer.

Skill Requirements

Excellent verbal and written communication.

• Ability to handle unforeseen situations.
• High level of acceptance and teamwork
• Strong problem analysis and resolution ability.
• Commitment to high quality customer service.
• Cross functional teamwork in fast paced environments.

Other Requirements

Windows 10, Windows 11 and macOS support.

• Active Directory and Exchange Online knowledge.
• ServiceNow or equivalent ITSM tools.
• Intune and mobile device support.
• Adobe Acrobat and common desktop applications.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.