Field Service Technician

Reports To: Deskside/Field Services Team Lead (dotted line to Account Service Delivery Manager)

Location: Onsite at client location(s); may cover multiple buildings/campus within a metro Employment Type: Full-time Level: L1/L2 (mid-level, blended break-fix + service-request)

Own end-user hardware, software, and connectivity issues at the desk, ensuring uptime for employees within contracted SLAs. Primary human interface between the managed‑services account and the client's end‑user population — technical competence and customer experience matter equally.

• Diagnose and resolve hardware, OS, and application issues on laptops/desktops, printers, and peripherals at the desk or via dispatch.
• Execute new-hire/exit IT provisioning: asset imaging, deployment, collection, and data wipe per ITAM policy.
• Manage incidents and service requests end-to-end in the ITSM tool (Service Now or equivalent); update tickets in real time — no batch updates.
• Meet or exceed SLA targets for response, resolution, and first-time-fix rate.
• Provide VIP/executive floor support with elevated urgency and discretion.
• Support conference rooms, AV equipment, and meeting‑critical technology.
• Maintain asset inventory accuracy in the CMDB during every touch (add/move/change/dispose).
• Escalate to L2/L3 or vendor support per the defined escalation matrix; retain ticket ownership through closure.
• Follow change and patch management windows for endpoint updates.
• Flag recurring issues to the Team Lead for problem management/root‑cause review.

• Windows 10/11 troubleshooting; working knowledge of macOS a plus.
• Active Directory, O365/M365 admin basics (account, mailbox, MFA resets).
• Ticketing discipline in an ITSM platform; comfort working against SLA/KPI targets.
• Basic network troubleshooting (Wi‑Fi, LAN drops, VPN client issues).
• Clear verbal/written communication with non-technical end users, including under pressure.

CompTIA A+ (required or in progress), ITIL Foundation, Microsoft MD-100/MD-101, manufacturer certs (Dell/HP/Lenovo) a plus.

2–4 years in deskside/field IT support, preferably within a managed‑services or outsourced IT environment.

• SLA compliance % (response and resolution)
• First‑time‑fix rate
• CSAT/ticket survey score
• Asset data accuracy at audit

• Onsite presence required; shift coverage may include early/late or on‑call rotation.
• Travel between client sites within the metro as dispatched.
• Ability to lift/move IT equipment (up to ~25 lbs) and work at desk height and under desks for cabling.

Customer-first demeanor, ownership through ticket closure (not just triage), composure with executives/VIPs, and willingness to follow documented process over improvisation — this is a managed‑services seat, and process adherence is what the SLA is built on.

HCL 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  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.