IT Field Service Help Desk Technician

Based in New York City, this onsite IT and OT field service role supports critical operations for HCL Technologies Limited - Business Services. The position combines hands-on field service, incident management, and preventive maintenance, serving as the site single point of contact and coordinating with remote teams to minimize downtime. The compensation ranges from USD 49,000 to 88,000 per year, and candidates should bring at least five years of dedicated deskside or onsite IT experience.

Responsibilities

• Act as the Site SPOC for P1 and P2 incidents, coordinating with the Critical Incident Manager.
• Triaging and assigning site alerts and incidents.
• Provide hands-on support for break-fix issues that cannot be resolved remotely.
• Adhere to SLAs defined in the project scope.
• Apply ITIL concepts and follow ITIL workflow processes.
• Conduct daily site walkthroughs and routine checks.
• Maintain and update the site’s knowledge base and manuals.
• Perform routine maintenance and preventive checks to sustain the health of critical IT systems.
• Assist in planned change management activities requiring on-site presence.
• Bridge between L2/L3 support teams and business stakeholders.
• 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.
• Handle tickets and requests to troubleshoot reported problems and take corrective actions.
• Troubleshoot technical issues as they arise.
• Attend operations-related meetings and participate in site reviews with the SPOC.
• Attend meetings with vendors and OEMs on open actions and participate in project support meetings.

Requirements

• Minimum five years of hands-on deskside/onsite support or local IT engineering experience.
• Strong Microsoft operating system installation and troubleshooting skills (Windows 10, Windows 11, Mac OS X).
• Experience providing hands-on support for network and data center equipment and devices.
• Familiarity with IT-OT systems (SCADA, PLC, HMI), industrial networking, and Windows-based engineering workstations.
• ServiceNow experience for SLA tracking and ticket management.
• Proficiency with RF scanners and industry-label printers (Zebra, etc).
• Hands-on experience handling data center hardware.
• Knowledge of virtualization, networks, storage servers, backups, VMs, and cloud technology.
• Strong customer service skills and the ability to handle unforeseen situations.
• Knowledge of ITIL ticketing tools such as ServiceNow and BMC Remedy, and ITIL concepts including change, problem, incidents, and service requests.

Technologies

• ServiceNow
• BMC Remedy
• Windows 10
• Windows 11
• Mac OS X
• SCADA
• PLC
• HMI
• RF scanners
• Zebra label printers
• Virtualization
• Storage servers
• Backups
• VMs
• Cloud technology
• Data center hardware
• MS Office

Benefits

• 401(k)
• Dental insurance
• Flexible schedule

Job Description

Provide dedicated on-site IT and OT support to ensure seamless operations, rapid incident resolution, and proactive maintenance at client sites. Serve as the primary point of contact for local IT/OT issues and coordinate with remote teams for escalations.