Sr Administrator (Support & Operations)

HCL Technologies Limited; North Carolina; On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Pharmacy benefits

Life insurance

AD&D insurance

Disability insurance

Employee assistance program

401(k) retirement plan

Paid time off

Job summary

HCLTechnologies Limited is seeking a Clinical IT Support professional in North Carolina to act as the primary contact for clinical users, log incidents in ITSM, perform triage with a clinical impact lens, and route issues to appropriate resolver teams. The role emphasizes security, privacy, and timely communication throughout resolution.

The position covers major incident support, detailed documentation for audit/compliance, and ongoing knowledge article contributions to improve clinical support

Qualifications

• Serve as the primary point of contact for clinical users reporting incidents or requesting support
• Accurately authenticate users and log incidents and service requests in the ITSM system
• Perform initial triage with a clinical impact lens, ensuring correct prioritization and routing
• Resolve L1/L2 clinical support issues within approved scope and procedures
• Follow defined clinical escalation paths for patient impacting or time sensitive issues
• Coordinate with resolver teams, command center, and onsite support as required
• Maintain clear, timely communication with clinical users through resolution
• Adhere to security, privacy, and access control procedures for clinical systems
• Support major incidents by providing clinical impact context and coordination
• Ensure complete and accurate documentation for audit, compliance, and reporting
• Contribute to knowledge articles and continuous improvement initiatives related to clinical support

Responsibilities

• Serve as the primary point of contact for clinical users reporting incidents or requesting support
• Accurately authenticate users and log incidents and service requests in the ITSM system
• Perform initial triage with a clinical impact lens, ensuring correct prioritization and routing
• Resolve L1/L2 clinical support issues within approved scope and procedures
• Follow defined clinical escalation paths for patient impacting or time sensitive issues
• Coordinate with resolver teams, command center, and onsite support as required
• Maintain clear, timely communication with clinical users through resolution
• Adhere to security, privacy, and access control procedures for clinical systems
• Support major incidents by providing clinical impact context and coordination
• Ensure complete and accurate documentation for audit, compliance, and reporting
• Contribute to knowledge articles and continuous improvement initiatives related to clinical support

Job description

Job Responsibilities :

• Serve as the primary point of contact for clinical users reporting incidents or requesting support


• Accurately authenticate users and log incidents and service requests in the ITSM system


• Perform initial triage with a clinical impact lens, ensuring correct prioritization and routing


• Resolve L1/L2 clinical support issues within approved scope and procedures


• Follow defined clinical escalation paths for patient impacting or time sensitive issues


• Coordinate with resolver teams, command center, and onsite support as required


• Maintain clear, timely communication with clinical users through resolution


• Adhere to security, privacy, and access control procedures for clinical systems


• Support major incidents by providing clinical impact context and coordination


• Ensure complete and accurate documentation for audit, compliance, and reporting


• Contribute to knowledge articles and continuous improvement initiatives related to clinical support

Key Responsibilities

• Serve as the primary point of contact for clinical users reporting incidents or requesting support


• Accurately authenticate users and log incidents and service requests in the ITSM system


• Perform initial triage with a clinical impact lens, ensuring correct prioritization and routing


• Resolve L1/L2 clinical support issues within approved scope and procedures


• Follow defined clinical escalation paths for patient impacting or time sensitive issues


• Coordinate with resolver teams, command center, and onsite support as required


• Maintain clear, timely communication with clinical users through resolution


• Adhere to security, privacy, and access control procedures for clinical systems


• Support major incidents by providing clinical impact context and coordination


• Ensure complete and accurate documentation for audit, compliance, and reporting


• Contribute to knowledge articles and continuous improvement initiatives related to clinical support

Skill Requirements

• Serve as the primary point of contact for clinical users reporting incidents or requesting support


• Accurately authenticate users and log incidents and service requests in the ITSM system


• Perform initial triage with a clinical impact lens, ensuring correct prioritization and routing


• Resolve L1/L2 clinical support issues within approved scope and procedures


• Follow defined clinical escalation paths for patient impacting or time sensitive issues


• Coordinate with resolver teams, command center, and onsite support as required


• Maintain clear, timely communication with clinical users through resolution


• Adhere to security, privacy, and access control procedures for clinical systems


• Support major incidents by providing clinical impact context and coordination


• Ensure complete and accurate documentation for audit, compliance, and reporting


• Contribute to knowledge articles and continuous improvement initiatives related to clinical support

Other Requirements

• Serve as the primary point of contact for clinical users reporting incidents or requesting support


• Accurately authenticate users and log incidents and service requests in the ITSM system


• Perform initial triage with a clinical impact lens, ensuring correct prioritization and routing


• Resolve L1/L2 clinical support issues within approved scope and procedures


• Follow defined clinical escalation paths for patient impacting or time sensitive issues


• Coordinate with resolver teams, command center, and onsite support as required


• Maintain clear, timely communication with clinical users through resolution


• Adhere to security, privacy, and access control procedures for clinical systems


• Support major incidents by providing clinical impact context and coordination


• Ensure complete and accurate documentation for audit, compliance, and reporting


• Contribute to knowledge articles and continuous improvement initiatives related to clinical support

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.