Hardware Technician

About the role

The Hardware Technician identifies and resolves hardware and software issues that could not be resolved over the telephone. They repair, maintain, and track client equipment while operating within client Service Level Agreements.

Responsibilities

• Replicate and resolve customer hardware issues (Triage).
• Prioritize daily repairs to ensure equipment is returned within each Client’s Service Level guidelines.
• Configure equipment for new hires and “rebuild” type repairs.
• Prepare Manufacturer Repair orders for damaged equipment.
• Monitor Horizon for incoming repairs and submit detailed Defective Tag summaries.
• Provide feedback on processes and technical documentation to verify order completion.
• Escalate issues to Hardware Manager/Supervisor or Quality Assurance/Control staff as needed.
• Perform special projects as assigned by management.
• Stay current on Original Manufacturer Equipment policies, changes, and maintenance procedures.
• Update technical information and best practices in HCL Tech and other knowledge management channels.
• Accountable for all assets handled, including virtual tracking, physical tracking, and physical condition.

Requirements

• High school diploma or equivalent (required).
• Associate degree or technical certification in computer hardware or related field (preferred).
• Computer hardware repair or computer support experience.
• Experience working in a helpdesk or technical support environment (preferred).

Skills

• Excellent oral and written communication skills.
• Strong problem-solving and troubleshooting abilities.
• Experience troubleshooting current Microsoft operating systems and Office applications.
• Basic network knowledge of networks and network systems.
• Adaptability to new conditions, work situations, and responsibilities.
• Ability to manage workload, prioritize tasks, and handle time effectively.
• Commitment to quality and attention to detail.
• Teamwork and collaboration with internal and external clients.

Working Conditions

The role requires frequent sitting, talking, and hearing, with occasional standing and walking. The associate may need to lift and/or move up to 20 pounds. The work environment is typically moderate in noise level.

Pay

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.

Benefits

• 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).
• 10 paid holidays per year.