Help Desk Technician

HCLTech is seeking a Service Desk Analyst to provide first-level technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. The ideal candidate will have strong customer service skills, experience supporting enterprise desktop environments, and the ability to troubleshoot technical issues efficiently while maintaining a high level of customer satisfaction.

Job Title: Service Desk Analyst

Job Requisition: 152323

Position Type: Fulltime

Location: US - Melbourne, Florida

Job Description

Technical Support & Incident Management

• Provide hardware, software, and network troubleshooting and resolution via phone, email, chat, and remote support tools.
• Respond to incoming calls, emails, instant messages, and service tickets from end users.
• Log, track, document, and manage incidents and service requests using IT Service Management (ITSM) tools.
• Diagnose and resolve technical issues through user interaction, system logs, research, problem isolation, and testing.
• Deliver Level 1 remote desktop support following established Standard Operating Procedures (SOPs).
• Escalate complex issues to appropriate Level 2 and Level 3 support teams and monitor progress through resolution.
• Assign incidents and work orders to the appropriate support groups and follow up until closure.

User Administration & Access Management

• Create, modify, and disable user accounts in Active Directory.
• Administer Exchange mailboxes and distribution lists.
• Perform user account provisioning and access management activities.

End User Computing Support

• Support laptops, desktops, printers, and peripheral devices.
• Troubleshoot client software issues and basic network connectivity problems.
• Provide support for VPN connectivity and remote access users.
• Assist with mobile device support, including smartphones and other handheld devices.
• Support Microsoft Office applications and other standard desktop software.

Documentation & Knowledge Management

• Maintain accurate documentation of incident resolutions, configurations, standards, and procedures.
• Develop and update knowledge base articles and troubleshooting guides.
• Ensure proper knowledge transfer of End User Computing (EUC) operations and support processes.

Collaboration & Continuous Improvement

• Coordinate with vendors and internal support teams to resolve technical issues.
• Participate in routine maintenance activities and system updates.
• Attend ongoing technical and professional development training.
• Train users on basic system functionality and support procedures as required.
• Identify, prioritize, and address customer issues to improve service delivery and user satisfaction.

Required Qualifications

Education

• Bachelor's Degree, Associate Degree, Diploma, or equivalent education in Information Technology, Computer Science, or a related field.
• Typically 3–4 years of university education after high school (B.Sc. or Diploma preferred).

Experience

• 2–3 years of experience in an IT Help Desk, Service Desk, Technical Support, or Customer Service environment.
• Experience providing phone-based technical support in a help desk or call center setting.
• Experience troubleshooting hardware, software, and network-related issues.

Technical Skills

Operating Systems

• Microsoft Windows desktop operating systems.
• Windows Server environments.

Microsoft Technologies

• Active Directory administration.
• Microsoft Exchange.
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Visio, Project).

IT Service Management Tools

Experience with one or more of the following:

• Remedy
• HP Service Center
• Peregrine Service Center
• Other ITSM/Ticketing platforms

Remote Support Tools

Experience with:

• Bomgar
• WebEx
• SMS
• Live Meeting
• Windows Native Remote Tools

Additional Technologies

• Internet browsers (Chrome, Edge, Firefox)
• VPN and remote access solutions
• Printer support
• Adobe Acrobat
• File compression utilities (e.g., WinZip)
• Mobile device support

Required Competencies

• Strong verbal and written communication skills.
• Excellent customer service orientation.
• Disciplined and systematic problem-solving abilities.
• Ability to work in a fast-paced service desk environment.
• Strong organizational and multitasking skills.
• Ability to prioritize workload and meet service level agreements (SLAs).
• Team-oriented with a commitment to continuous learning and improvement.

Preferred Qualifications

• ITIL Foundation certification or familiarity with ITIL processes.
• Experience supporting enterprise environments.
• Knowledge of incident, problem, and change management methodologies.

Experience Required: 2–3 years

Education: Bachelor's Degree, Diploma, or equivalent in Information Technology or related field

Employment Type: Full-Time

Pay and Benefits

Pay Range Minimum: $45,000 to year

Pay Range Maximum: $79,000 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 [email protected] 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

How You’ll Grow

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.