> Markdown version of [/jobs/ext/226760-it-field-service-help-desk-technician](https://www.wearedevelopers.com/jobs/ext/226760-it-field-service-help-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Field Service Help Desk Technician - **Company:** HCL Technologies - **Location:** East Hanover, NJ, United States - **Experience:** Expert - **Salary:** $49,000.0 - $88,000.0 - **Contract:** Permanent contract - **Skills:** Zebra (Programming Language), Microsoft Windows, Apple Mac Systems, Backup Devices, Cloud Computing, Data Centers, Supervisory Control and Data Acquisition (SCADA), Microsoft Office, Virtualization Technology, Information Technology, Hardware Infrastructure, Network Server, Servicenow - **Published:** May 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6ac7025ab2e12a3f ## About the Role Do you have experience in macOS?, * Minimum 5-77yrs hands on dedicated experience as deskside/Onsite support/local IT engineer * Strong Microsoft Operating System installation (Win10 / Win11 / MAC OS X) and troubleshooting skills. * Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices * Familiarity of IT-OT systems (SCADA, PLC, HMI), industrial networking, Windows-based engineering workstations. * ServiceNow for SLA tracking and ticket management. * Good knowledge in handling RF scanners, industry level label printers (Zebra, etc) * Hands on experience in handling Data center hardware. * Good knowledge on Virtualization, Network, Storage servers, backups, VMs, and Cloud technology. * Strong Customer service skills * Able to handle unforeseen situations. * Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets., * Excellent communication and conversation skills (Verbal and Written) * Coordination with HCL internal teams, stakeholders, and vendors * Good documentation skills * Good working knowledge of MS OFFICE * Should have a great customer handling skill * Can drive HCL's value and its methodology * Ability to adjust to evolving processes ## Description * Provide dedicated on-site IT/OT support, ensuring seamless operations, rapid incident resolution, and proactive maintenance at sites. Act as the primary point of contact for all local IT/OT issues and coordinate with remote teams for escalations., Incident Management & Resolution: * Act as Site SPOC for critical incidents (P1/P2) and coordinate with the Critical Incident Manager. * Perform triage and assignment of site alerts/incidents. * Provide hands-and-eyes support for break-fix issues that cannot be resolved remotely. * Adhering to SLAs agreed in the Scope * ITIL Processes awareness and adhering to ITIL process workflow. Site Operations & Preventive Maintenance: * Conduct daily site walkthroughs and routine checks. * Maintain site-specific knowledge base and update manuals. * Performs routine maintenance and preventive checks to ensure the health of critical IT systems * Assist in planned change management activities requiring on-site presence. Collaboration & Communication: * 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. * Reporting to the Track Lead / Team Lead at Site * Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to * resolve those problems * Troubleshooting technical issues * Attends operations related meetings. * Site review & meetings with site SPOC. * Meetings with vendors, OEMs on open actions * Project support meetings ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Hate organising your photos? 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