IT Field Technician Lead

Job description

Role Summary

The IT Field Technician is responsible for providing on‑site technical support, troubleshooting hardware/software issues, installing and configuring equipment, and ensuring smooth IT operations across assigned locations. The role requires strong customer service skills, technical expertise, and the ability to work independently.

Key Responsibilities

• Provide on‑site technical support for desktops, laptops, printers, mobile devices, and other IT equipment.
• Diagnose and troubleshoot hardware, software, and network issues.
• Install, configure, and upgrade operating systems, applications, and hardware components.
• Perform routine maintenance, patching, and system updates.
• Support end users with connectivity issues (Wi‑Fi, LAN, VPN, etc.).
• Set up new user workstations, peripherals, and accessories.
• Perform break/fix repairs and coordinate hardware replacements with vendors.
• Maintain asset inventory and update asset records.
• Follow IT service management (ITSM) processes like incident, request, and problem management.
• Provide support during office moves, new setups, or tech refresh projects.
• Escalate complex technical issues to L2/L3 teams as required.
• Ensure compliance with IT policies, security guidelines, and operational standards.
• Document troubleshooting steps, resolutions, and support activities.

Required Skills & Qualifications

• 5-8 years of experience as an IT Field Technician or Desktop Support Engineer.
• Strong knowledge of Windows OS, basic networking, and hardware troubleshooting.
• Experience with Active Directory, Office 365, and common enterprise applications.
• Ability to diagnose and repair desktops, laptops, and peripherals.
• Basic understanding of networking concepts (TCP/IP, DHCP, DNS).
• Familiarity with IT ticketing tools (ServiceNow, Remedy, Jira, etc.).
• Strong communication and customer service skills.
• Ability to work independently and manage field visits.

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 secure@hcltech.com for investigation.

Job Type: Full-time

Pay: $49,000.00 - $88,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: On the road