Administrator (Support & Operations)
United States
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Job Description
Administrator (Support & Operations)
Santa Clara, California

Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutionsHelp improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilitiesProvide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devicesProvide operating system and application support to diagnose and resolve unique, non-recurring problemsReimage systems as requiredIdentifies potential escalations and proactively alerts management as needed.Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identifiedRecommend and/or performs upgrades on systemsWork with procurement staff to purchase hardware and softwareComplete installation and testing of computers and peripherals within established standards and guidelinesProvide basic support for mobile devices and printersProvide primary support to executive usersProvide equipment move servicesEnsures configuration and inventory management database entries are complete and accurateProvides time / resource estimates for assigned tasks including time tracking activitiesLocal travel as neededPerform other duties as assigned

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Must possess a professional demeanor and strong customer service/consulting/training skillsExperience troubleshooting/repairing desktop and laptop hardware in the field or in a related areaBasic understanding of networks, Intel servers and telecomsStrong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tabletsStrong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)Strong Microsoft operating system troubleshooting skillsStrong macOS operating system (Big Sur & above) troubleshooting skillsStrong problem solving and critical thinking skillsStrong written and verbal communication skillsMust be self-motivated and the ability to work independently with minimal supervisionMust have excellent time management skillsMust be detail and process orientedAbility to walk long distances across large facilitiesMust be able to pass a background security check

Skill Requirements

Reimage systems as requiredIdentifies potential escalations and proactively alerts management as needed.Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identifiedRecommend and/or performs upgrades on systemsWork with procurement staff to purchase hardware and softwareComplete installation and testing of computers and peripherals within established standards and guidelines

Other Requirements

xperience with ticketing systems (Service Now, Smart IT, IT connect etc.)Experience working with executivesCertifications: Hardware such as A+ or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNPExperience performing remote control of PCs and video conferencing knowledge
Maximum Salary (US):  68000
Minimum Salary (US):  42000
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.

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.