Site Support Analyst

Key Responsibilities:
 
· Provide on-site technical support to users, addressing IT issues related to hardware, software, and network connectivity.
· Manage asset inventory, including tracking, updating, and maintaining records of IT equipment.
· Perform imaging and refreshing of computers and other devices to ensure they are up-to-date and functioning properly.
· Troubleshoot and resolve common IT issues, such as printer problems, software errors, and network connectivity issues.
· Assist in the setup, maintenance, and troubleshooting of audio and video equipment, including projectors, microphones, and video conferencing systems.
· Support live events by operating AV systems and addressing any technical issues that arise.
· Collaborate with senior technicians and IT staff to resolve complex issues and improve support processes.
· Provide excellent customer service by addressing client inquiries and concerns promptly and professionally.
· Maintain accurate records of support requests, resolutions, and equipment maintenance.
Qualifications:
· Bachelor’s degree or equivalent industry experience and or technical certifications or coursework in IT or AV technology is a plus.
· Familiarity with ServiceNow ticketing system
· Strong Customer service skills.
· Proven experience in providing IT support in an office environment.
· Strong problem-solving skills and attention to detail.
· Basic understanding of audio and video equipment and their functions.
· Excellent communication and interpersonal skills.
· Ability to work independently and as part of a team.
· Ability to lift and carry equipment up to 50 lbs.
· Note: Freshers from a technical education background with at least one year experience are encouraged to apply. They would need to demonstrate a very high learning curve for this role.
Preferred Skills:
· Strong Win10 operating systems knowledge
· Strong MSO365 knowledge.
· Familiarity with video conferencing platforms and common office tools and operating systems.
· Basic knowledge of networking and cabling.
· Knowledge of Cable Patching
· Knowledge of Server Racking
· Must be able to cover on call schedule (after hours if needed)
· Experience with asset management software and IT service management tools.
· Familiarity with life sciences or healthcare / pharma environment.


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 secure@hcltech.com for investigation.
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.