HTC Global Services · 5 hours ago
Field Services Support
Brooklyn, NY
Full-time
Hybrid
Entry, Mid Level
2+ years expHTC Global Services is seeking a Field Services Support professional to provide first-level support for end-user devices and assist with IT service requests. The role involves troubleshooting common issues, logging incidents, and ensuring customer satisfaction through effective communication and support.
Information TechnologyInsuranceSoftware
Responsibilities
Provide L1 on-site and remote support for desktops, laptops, and end-user devices
Resolve common issues related to Windows 10/11, basic macOS, and standard applications
Handle password resets, account unlocks, basic access requests, and profile issues
Assist users with printers, scanners, docking stations, monitors, and peripherals
Log, categorize, and prioritize incidents and service requests in the ITSM tool
Follow predefined troubleshooting scripts and SOPs to resolve issues within SLA
Escalate unresolved or complex issues to L2 teams with clear documentation
Perform basic IMAC (Install, Move, Add, Change) activities under supervision
Assist with device setup, replacement, and onboarding of new hires
Tag assets, update inventory records, and ensure proper handover of equipment
Provide basic support for Microsoft 365 applications such as Outlook, Teams, and OneDrive
Assist users with printing issues and basic audio/video conferencing setups
Support meeting rooms and workplace IT equipment under guidance
Update tickets with accurate resolution details and user communication
Follow security policies, SOPs, and ITIL-aligned processes
Contribute to knowledge base updates by documenting common fixes
Deliver courteous, professional, and timely support to end users
Communicate clearly regarding issue status, expected resolution, and next steps
Maintain high customer satisfaction through a service-oriented approach
Qualification
Required
Basic experience in end-user computing or field support
Working knowledge of Windows 10/11 (basic troubleshooting)
Working knowledge of Desktop/Laptop hardware and peripherals
Basic understanding of Active Directory (password reset, unlock accounts)
Familiarity with Microsoft 365 (Outlook, Teams, OneDrive)
Basic networking knowledge (LAN, Wi-Fi, VPN awareness)
Awareness of endpoint security policies and antivirus tools
Experience: 2–4 years of experience in end-user support or IT field services
Customer-focused mindset with strong service orientation
Good communication and interpersonal skills
Willingness to learn and accept guidance
Ability to follow processes and troubleshooting steps
Team player with a positive attitude
Basic time management and prioritization skills
Preferred
ITIL v4 Foundation
CompTIA A+ or equivalent
Benefits
Group Health (Medical, Dental, and Vision)
Paid Time Off
Paid Holidays
401(k) matching
Group Life and Disability insurance
Professional Development opportunities
Wellness programs
A variety of other perks
Company
HTC Global Services
HTC Global Services Inc., is a global provider of Information Technology and Business Process Services and Solutions.
10001+ employees
H1B Sponsorship
HTC Global Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (361)
2024 (367)
2023 (440)
2022 (314)
2021 (227)
2020 (438)
Funding
Current Stage
Late StageTotal Funding
$1.2MKey Investors
Michigan Economic Development Corporation
2024-12-10Grant· $1.2M
Leadership Team
Gunasekaran Nadar
CHIEF FINANCIAL OFFICER
Girish Arora
Vice President, Financial Services and Insurance
Recent News
Company data provided by crunchbase