Field Service Technician

Job description:

Job Summary:

The FSO Technician is responsible for deskside and field support for end users. The role includes device deployment, incident/request resolution, asset handling, and on-site technical assistance to ensure clinicians and business users can work without interruption.

Key Responsibilities:

• Provide deskside and remote support for Windows and Apple laptops/desktops.
• Troubleshoot and resolve issues related to Google Workspace / O365 / collaboration tools.
• Perform device imaging, staging, deployment, and post-deployment validation.
• Configure, support, and troubleshoot end-user devices and peripherals.
• Support mobile devices (iOS/Android), enrollment, and basic MDM troubleshooting.
• Diagnose and resolve hardware, OS, and application issues.
• Manage tickets in ServiceNow or similar ITSM tool including updates and closure.
• Follow ITIL processes for incident, request, and asset handling.
• Assist with new-hire onboarding (accounts, devices, access coordination).
• Ensure accurate asset assignment and updates in the asset management system.
• Perform asset tagging, inventory counts, and stockroom organization.
• Coordinate depot/vendor repairs and warranty replacements.
• Adhere to SLAs, security policies, and compliance standards required in healthcare.
• Participate in rotational on-call and after-hours support when required.

Required Skills and Qualifications:

• 2–3 years of experience in deskside / field support / EUC support.
• Strong knowledge of Windows 10/11 and basic Mac support.
• Experience with ServiceNow or similar ticketing systems.
• Working knowledge of networking basics (TCP/IP, Wi-Fi, VPN).
• Excellent troubleshooting and customer service skills.
• Ability to work independently or as part of a team in clinical environments.
• Ability to lift and move IT equipment as needed.
• Additional Qualifications (Preferred):
• Certification in relevant field (e.g., HVAC, electrical, etc.)
• Experience with [specific equipment or software].

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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

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 View email address on click.appcast.io for investigation.