Sr Administrator (Support & Operations)
United States
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Job Description
Sr Administrator (Support & Operations)
Others, Georgia

Job Summary

The DSS (Desktop Support Specialist) is responsible for providing onsite/deskside IT support, handling end-user issues, managing hardware/software environments, and ensuring adherence to ITIL-based service processes. The role acts as a key interface between users and IT support teams, ensuring high customer satisfaction and SLA compliance.

Key Responsibilities

Job Responsibilities : Key Responsibilities Manage and support deskside/onsite IT operations and ensure adherence to SLAs Handle incident/service requests through ITSM tools (ServiceNow/Remedy) Act as Single Point of Contact (SPOC) for end-user IT issues Troubleshoot hardware, software, and network-related issues Install, configure, and maintain desktops, laptops, and peripherals Setup and manage: Outlook, VPN, Wi-Fi Printers, scanners, telephony devices Perform break-fix support and system re-imaging Provide Hands & Feet support for: Network devices Datacenter infrastructure Meeting room AV/VC setups Track, update, and resolve tickets within SLA timelines Perform asset inventory and lifecycle management Ensure compliance with ITIL processes and operational standards Create and maintain technical documentation and SOPs Deliver excellent customer support and improve user satisfaction Technical Skills & Requirements Strong knowledge of: Windows OS (Win10/11) and Mac OS MS Office suite (Outlook, Excel, Word, PowerPoint) Hands-on experience in: Desktop/laptop hardware troubleshooting Imaging & deployment (SCCM or similar tools) Experience supporting: Printers, handheld devices, mobile devices (iOS/Android) Remote tools like Bomgar, WebEx, RDP, etc. Basic networking concepts and troubleshooting Knowledge of conference room audio/video systems Experience with ITSM tools (ServiceNow, Remedy) Familiarity with mobile device setup and troubleshooting

Skill Requirements

Experience: Minimum 4–5+ years in deskside/onsite IT support roles [DSS JD 1 | Word] Hands-on experience in enterprise IT environments ITIL awareness (preferred) Certification: CompTIA A+ (preferred) 

Other Requirements

Strong customer handling and communication skills Ability to work in high-pressure environments Excellent documentation and reporting skills Problem-solving mindset with attention to detail Ability to handle critical and unforeseen situations Collaboration and team management capability (if senior role)
Maximum Salary (US):  88000
Minimum Salary (US):  54000
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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.