Senior Administrator - Desk Side Services, AMT Asset Management Software

Senior Administrator - Desk Side Services, AMT Asset Management Software United States Job Summary As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network (Date and voice), and Servers. Job Responsibilities Provide customer facing end-user support that includes: Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software. Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc. Perform onsite updates, Configuration changes, or Software installations. Provide onsite technical assistance to End Users. Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed. Troubleshoot client software and basic network connectivity problems. Identify, evaluate and prioritize customer problems and complaints. Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs Job Description One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting. Experience with various desktop systems, operating systems, and diverse technical environments. Excellent customer service orientation and verbal communication skills. Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices. Ability to install software for and troubleshoot a wide range of applications. Analytical thinking and problem-solving ability. CompTIA A+ certification or equivalent certification. Flexible for travelling to remote sites or cluster. Provide assistance for network relates issues. Should be able to lift weight up to 30 lbs at waist level. Key Responsibilities NA Skill Requirements Provide customer facing end-user support that includes: Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software. Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc. Perform onsite updates, Configuration changes, or Software installations. Provide onsite technical assistance to End Users. Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed. Troubleshoot client software and basic network connectivity problems. Identify, evaluate and prioritize customer problems and complaints. Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs Other Requirements Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades. Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites. Provide On-call support if required outside business hours on a rotational basis. Provide Hand and Feet support for network data and voice devices. May train users and operators on a limited basis and/or may write training procedures. Participate in on-going training and departmental development. independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies. Work on value adding activities such as Knowledge base update and management, Training freshers, coaching analysts. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Maximum Salary (US): 69000 Minimum Salary (US): 62000 Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion. Compensation and Benefits 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. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance #J-18808-Ljbffr HCL Technologies