Technical Associate
HCLTech
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Benefits offered by this job
Job summary
HCLTech is seeking a Technical Associate to provide advanced Level 2 and Level 3 deskside support across Kennewick-area locations. The role covers desktops, laptops, mobile devices, printers, and collaboration tools, with a focus on high customer satisfaction and SLA adherence.
The position requires frequent travel between hubs, plants, warehouses, and client sites, operating in a hub-and-spoke service model and coordinating with EUC, Network, and Security teams to resolve complex issues.
Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.
- 3+ years of desktop/deskside support or EUC experience.
- Strong experience with Windows 10/11 and Microsoft 365 environments.
- Hands-on with Intune, Autopilot, SCCM/MECM, imaging, deployment, and endpoint management.
- Experience using ServiceNow or similar ITSM platforms.
- Knowledge of hardware troubleshooting, asset management, and lifecycle processes.
- Experience with printers, scanners, collaboration tech, and conference room systems.
- Understanding of TCP/IP, DNS, VPN, LAN, and Wi-Fi troubleshooting.
- Excellent troubleshooting, communication and customer service skills.
Responsibilities
- Provide onsite Level 2/3 support for desktops, laptops, mobile devices, printers, scanners, and peripherals.
- Diagnose and resolve hardware, software, OS, network, and app issues.
- Support VIP users with high-priority incidents and service requests.
- Perform imaging, provisioning, deployment, and onboarding for Windows devices.
- Manage device lifecycle activities: refresh, repairs, asset recovery, decommissioning.
- Coordinate endpoint management using Microsoft technologies; ensure security/compliance.
- Maintain asset inventories and CMDB records; create knowledge articles.
- Collaborate with EUC, Network, Infrastructure, and Security teams to resolve complex issues.
Skills
Education
Tools
Job description
The Technical Associate is responsible for providing advanced Level 2 and Level 3 onsite end-user computing (EUC) and deskside support services across assigned customer locations. This role supports desktops, laptops, mobile devices, collaboration technologies, printers, scanners, and peripheral equipment while ensuring high levels of customer satisfaction and operational excellence. The Technical Associate will manage incident resolution, device lifecycle activities, technical escalations, and infrastructure coordination while maintaining compliance with service level agreements (SLA) and operational standards.
The position requires frequent travel between Kennewick-area hubs, plant locations, warehouses, and supported customer sites and participation in a hub-and-spoke support model based on scheduled and on-demand site visits.
- Provide onsite Level 2 and Level 3 technical support for desktops, laptops, docking stations, mobile devices, printers, scanners, peripherals, and collaboration devices.
- Diagnose and resolve hardware, software, operating system, network connectivity, and application-related issues.
- Support executive, business-critical, and VIP users with high-priority technical incidents and service requests.
- Deliver exceptional customer service through timely communication, issue ownership, and proactive follow-up.
- Perform Windows desktop and laptop imaging, provisioning, deployment, configuration, and user onboarding activities.
- Execute hardware refresh, break/fix repairs, asset recovery, relocation, and secure decommissioning processes.
- Support device enrollment, configuration, and management using Microsoft endpoint management technologies.
- Ensure compliance with security, asset management, and hardware lifecycle standards.
- Support and troubleshoot:
- SCCM/MECM
- Microsoft 365 Suite
- Endpoint compliance and security policies
- Software deployment and patch management
- Device performance and health monitoring
- Assist with implementation of endpoint management initiatives and technology upgrades.
- Manage incidents, service requests, IMAC (Install, Move, Add, Change) activities, and technical escalations through ServiceNow.
- Monitor assigned ticket queues and prioritize work based on business impact and operational urgency.
- Maintain SLA and OLA compliance targets.
- Provide timely user updates and ensure complete, accurate ticket documentation.
- Troubleshoot and support:
- Microsoft Teams Rooms
- Conference room technologies
- Audio/Visual equipment
- Wireless presentation platforms
- Ensure meeting room readiness and rapid resolution of collaboration-related issues.
- Investigate and resolve issues related to:
- Windows operating systems
- VPN connectivity
- Wi-Fi networks
- LAN connectivity
- Printers and scanners
- Business applications and productivity tools
- Coordinate with Network and Infrastructure teams for advanced troubleshooting and resolution.
- Maintain accurate asset inventory records and lifecycle tracking.
- Update and manage Configuration Management Database (CMDB) records.
- Create and maintain knowledge articles, technical documentation, and support procedures.
- Generate operational reports and provide support metrics as required.
- Collaborate with End User Computing (EUC), Network, Infrastructure, Cybersecurity, Service Desk, vendors, and OEM partners to resolve complex issues.
- Participate in technical escalation management and service restoration efforts.
- Contribute to incident trend analysis and root cause investigations.
- Participate in problem management and continuous service improvement initiatives.
- Identify recurring issues and recommend proactive solutions to improve service quality and operational efficiency.
- Travel frequently between Kennewick-area hub locations, plants, warehouses, and supported customer sites.
- Follow the established Kennewick Hub and Spoke support model for scheduled weekly visits and on-demand dispatch requirements.
- Provide onsite support coverage aligned with business and customer operational needs.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- 3+ years of experience in desktop support, deskside support, or End User Computing (EUC) environments.
- Strong experience supporting Windows 10/11 operating systems and Microsoft 365 environments.
- Hands-on experience with Intune, Autopilot, SCCM/MECM, device imaging, deployment, and endpoint management.
- Experience using ServiceNow or similar ITSM platforms.
- Knowledge of hardware troubleshooting, asset management, and device lifecycle processes.
- Experience supporting printers, scanners, mobile devices, collaboration technologies, and conference room systems.
- Understanding of networking fundamentals including TCP/IP, DNS, VPN, LAN, and Wi-Fi troubleshooting.
- Excellent troubleshooting, communication, and customer service skills.
- Valid driver's license and ability to travel regularly within the assigned support region.
- Microsoft certifications such as:
- Microsoft 365 Certified
- ITIL Foundation Certification.
- Experience supporting manufacturing, warehouse, industrial, or plant environments.
- Experience with Teams Rooms, AV systems, and enterprise collaboration platforms.
- Familiarity with cybersecurity controls, endpoint compliance, and enterprise device management best practices.
- Advanced Troubleshooting
- Incident & Problem Management
- Asset Lifecycle Management
- Organizational Skills
- Technical Documentation
Pay Range Minimum: $ 30,000 to year
Pay Range Maximum: $49,000 to year
HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
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
At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.
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