Hiring: Service Desk Analyst Company: HCLTech Location: Morrisville, NC Job Posted Time: 2026-09-16 19:25:40 Employment Type: Remote Target Skills & Keywords : Microsoft Excel, Microsoft Office, Microsoft PowerPoint, VPN, Visio, Windows Server About the job Experience: •Demonstrated capacity to successfully provide hardware/software/network problem analysis and resolution support over the phone. •Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. •Demonstrated capacity to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. •Demonstrated capacity to learn new information quickly and the willingness to do so at all times. •Demonstrated capacity to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. Required Skills: •Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users •Route problems to internal 2nd and 3rd level IT support staff. •Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. •Administer and provide User account provisioning. •Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. •Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. •Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs •Perform user account management activities Qualifications: •Phone support experience necessary. •Technical helpdesk or technical call center experience is necessary. •Disciplined, systematic problem solving skills required. •Clients: Windows7, Windows Vista, Windows XP, Windows 2000 •Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 •ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center •User account creation for Active Directory, Exchange Mailboxes, Distribution lists •Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools •MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio •Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Compensation: •$47,000 - $76,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!