Service Desk Technician Position Available In Wake, North Carolina

Service Desk Technician HCL Technologies Limited – Business Services – 3.7 Morrisville, NC Job Details Full-time $36,000 – $68,000 a year 19 hours ago Benefits AD&D insurance Paid holidays Disability insurance Health insurance Unlimited paid time off Dental insurance 401(k) Paid time off Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Jira ITIL Certification Microsoft Access Software troubleshooting Mid-level Windows Technical support Zendesk Continuous improvement Remote access software macOS ServiceNow Root cause analysis 2 years Communication skills Active Directory Comp

TIA A+ VPN

Full Job Description Job Summary:

We are seeking a skilled and customer-focused Level 2 Service Desk Analyst to join our IT support team. In this role, you will act as the escalation point for complex technical issues that cannot be resolved by Level 1 support. You will troubleshoot and resolve incidents, provide guidance to junior analysts, and ensure high levels of customer satisfaction through timely and effective support. —

Key Responsibilities:

• Serve as the second point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, and network issues escalated from Level 1 support.
• Provide support for Windows/Mac operating systems, Microsoft 365, VPN, remote access, and enterprise applications.
• Document all incidents and service requests accurately in the ITSM tool.
• Collaborate with other IT teams (e.g., Infrastructure, Security, Applications) to resolve complex issues.
• Maintain knowledge base articles and contribute to continuous improvement of support processes.
• Assist in onboarding and offboarding of users, including account setup and hardware provisioning.
• Monitor and manage service desk queues to ensure SLAs are met.
• Provide mentorship and training to Level 1 analysts as needed.
• Manage major incidents by:
• Leading the coordination of response efforts across IT teams.
• Ensuring timely communication with stakeholders and affected users.
• Logging and tracking incident details and timelines.
• Participating in post-incident reviews and contributing to root cause analysis.

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Required Skills:

Technical Proficiency:

Strong knowledge of Windows and Mac OS environments, Microsoft 365, Active Directory, and remote desktop tools.

ITSM Tools:

Experience with ticketing systems such as ServiceNow, Jira, or Zendesk.

Major Incident Management:

• Ability to identify and escalate major incidents promptly.
• Experience coordinating with cross-functional teams during high-impact outages.
• Skilled in communication and status updates to stakeholders during incident lifecycles.
• Familiarity with post-incident review processes and root cause analysis.

Analytical Thinking:

Strong troubleshooting and problem-solving skills.

Communication:

Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.

Time Management:

Ability to prioritize tasks and manage multiple incidents simultaneously.

Team Collaboration:

Comfortable working in a team-oriented, collaborative environment. —

Preferred Qualifications:

• ITIL Foundation certification.
• CompTIA A+ or Microsoft certifications.
• Previous experience in a similar Level 2 or technical support role.
• Experience working in or supporting IT systems within the healthcare industry, with an understanding of relevant compliance and data privacy standards (e.

g., HIPAA, NHS Digital). 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 for investigation.

Job Type:

Full-time Pay:

$36,000.00 – $68,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Schedule:

8 hour shift

Work Location:

In person