Administrator - Desk Side Services, AMT Asset Management Software
United States
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Job Description
Administrator - Desk Side Services, AMT Asset Management Software
Philadelphia, Pennsylvania

Job Summary

Escalation Management: Diagnose and resolve complex multi-user hardware, software, and application issues escalated by L1 technicians. • OS & Image Deployments: Configure, test, and roll out corporate OS images, patches, and unified endpoint software configurations using tools like Microsoft Intune or SCCM. • Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks.

Key Responsibilities

Escalation Management: Diagnose and resolve complex multi-user hardware, software, and application issues escalated by L1 technicians. • OS & Image Deployments: Configure, test, and roll out corporate OS images, patches, and unified endpoint software configurations using tools like Microsoft Intune or SCCM. • Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks.

Skill Requirements

Escalation Management: Diagnose and resolve complex multi-user hardware, software, and application issues escalated by L1 technicians. • OS & Image Deployments: Configure, test, and roll out corporate OS images, patches, and unified endpoint software configurations using tools like Microsoft Intune or SCCM. • Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks.

Other Requirements

Escalation Management: Diagnose and resolve complex multi-user hardware, software, and application issues escalated by L1 technicians. • OS & Image Deployments: Configure, test, and roll out corporate OS images, patches, and unified endpoint software configurations using tools like Microsoft Intune or SCCM. • Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks.
Maximum Salary (US): 
Minimum Salary (US): 
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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 223,000 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 June 2026 totaled $14.8 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.