Sr Administrator (Support & Operations)

HCL Technologies Limited; Town of Florida (NY); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

10 days paid time off

10 paid holidays

Job summary

HCL Technologies Limited in the United States is seeking a Help Desk Support Analyst with 3–4 years of experience in voice customer service and technical support. You'll diagnose hardware, software, and network issues, providing remote and on-call assistance.

You will route problems to higher-level IT teams, manage vendor relationships, administer user accounts, document incidents in ITSM tools, and ensure timely resolution.

Qualifications

• 3–4 years of experience in help desk, voice customer service and technical support.
• Diagnose and resolve hardware, software, and network issues via phone, email, and chat.
• Route problems to internal 2nd and 3rd level IT support staff.
• Administer user account provisioning and incident documentation in ITSM tools.
• Respond to calls, emails, messages, and tickets through resolution.
• Provide Level 1 remote desktop support and SOP-based activities.
• Perform user account management and escrow complex issues.
• Troubleshoot client software and network connectivity issues.
• Participate in training, maintenance updates, documentation and knowledge transfer.

Responsibilities

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

Skills

Excellent verbal and written comms

Unforeseen situations handling

Teamwork and collaboration

Problem analysis and resolution

Cross functional teamwork

Tools

Active Directory

Exchange Online

Intune

ServiceNow ITSM

Remote desktop support

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

Key Responsibilities

• 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 escrow 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.