IT Field Service Help Desk Technician

At HCL Technologies Limited - Business Services, the IT Field Service Help Desk Technician role is centered on keeping onsite IT and OT operations running smoothly across client sites in New York. You will serve as the local single point of contact for incidents, coordinating with remote teams to resolve issues, manage site operations, and perform preventive maintenance.

Responsibilities

• Serve as the Site Single Point of Contact for high-priority incidents (P1/P2) and collaborate with the Critical Incident Manager to coordinate swift resolutions.
• Triaging and assigning site alerts and incidents to appropriate teams and engineers.
• Provide hands-on support for break-fix issues that cannot be resolved remotely.
• Adhere to service level agreements defined in the project scope.
• Apply ITIL concepts and follow ITIL workflow guidelines in daily operations.
• Conduct daily site walkthroughs and routine system checks to maintain reliability.
• Maintain and continually update site-specific knowledge bases and manuals.
• Perform routine maintenance and preventive checks to keep critical IT systems healthy.
• Assist with on-site components of planned change management activities.
• Act as a bridge between L2/L3 support teams and business stakeholders.
• Proactively engage and escalate IT issues impacting business operations.
• Coordinate and shadow dispatch engineers during work completion.
• Report to the Track Lead or Team Lead at the site and manage tickets to troubleshoot reported problems.
• Troubleshoot technical issues and participate in operations-related meetings.
• Attend site reviews with the site SPOC and participate in vendor/OEM coordination on open actions and project support meetings.

Requirements

• Minimum 5 years of hands-on deskside or onsite IT engineering experience.
• Strong experience installing and troubleshooting Windows 10, Windows 11, and macOS (OS X).
• Hands-on support experience for network and data center hardware and devices.
• Familiarity with IT-OT systems such as SCADA, PLC, and HMI, plus industrial networking and Windows-based engineering workstations.
• Experience using ServiceNow for SLA tracking and ticket management.
• Knowledge of handling RF scanners and industry printers (such as Zebra label printers).
• Hands-on experience with data center hardware and related infrastructure.
• Solid understanding of virtualization, networking, storage, backups, virtual machines, and cloud technologies.
• Strong customer service skills and the ability to handle unforeseen situations.
• Familiarity with ITIL-based ticketing tools (ServiceNow, BMC Remedy, etc.) and ITIL concepts including change, problems, incidents, and requests.

Technologies

• ServiceNow, BMC Remedy
• SCADA, PLC, HMI
• Windows 10, Windows 11, macOS
• RF scanners, Zebra printers
• Virtualization, Networking, Storage, Backups
• Virtual Machines (VMs), Cloud technologies
• Microsoft Office

Benefits

• 401(k)
• Dental insurance
• Flexible schedule

Job Description

Provide dedicated on-site IT and operational technology support to ensure uninterrupted site performance, rapid incident resolution, and proactive maintenance. Act as the primary local contact for IT/OT issues and coordinate with remote teams to escalate and resolve problems efficiently.

Pay

USD 49,000 - 88,000 per year

Work Location

Base location: New York, NY (onsite). The role involves travel to other sites as needed to meet demand and project requirements, with an on-the-road component inherent to the position.

Additional Responsibilities

• Willingness to travel to additional sites based on demand and project needs.
• On-call coverage for P1 or urgent issues outside regular business hours.
• Manage operations and customer requirements in line with processes and the agreed SOW.
• Possible rotation of shifts to accommodate site needs.

Soft Skills

• Excellent verbal and written communication abilities
• Strong coordination with internal HCL teams, stakeholders, and vendors
• Effective documentation practices
• Proficiency with MS Office and related productivity tools
• Strong customer-handling capabilities
• Ability to reflect HCL’s value and methodology in daily work
• Adaptability to evolving processes and environments