{"schemaVersion":"jobsearcher.job.v1","id":"2d2af849985055d2ea97adc1","url":"https://jobsearcher.com/jobs/2d2af849985055d2ea97adc1","canonicalUrl":"https://jobsearcher.com/jobs/2d2af849985055d2ea97adc1","title":"Sr Analyst","description":"City and County of San Francisco, California\nJob Summary\n\nJob Description:\nField Support Operations (FSO) – Onsite Deskside Support\n\nJob Title\n\nField Support Operations (FSO) – Onsite Deskside Support Engineer\n\nFunction\n\nEnd User Services (EUS) | Field Services Operations\n\nLocation\n\nSingapore and Other GIC Global Office Locations\n\nShift Requirement\n\nSingapore 24x7 Operations Support (Rotational Shifts & Rotational Weekly Offs)\n\nRole Summary\n\nHCLTech will provide Onsite Deskside Support as the physical hands-and-feet support layer for GIC's end users across all global office locations. The Field Support Operations (FSO) acts as the onsite extension of the Service Desk, responsible for resolving incidents and service requests requiring physical intervention, managing endpoint devices throughout their lifecycle, supporting collaboration technologies, AV/VC environments, executive users (VIP Support), technology bars, and proactive endpoint maintenance activities.\n\nThe FSO will operate within GIC's technology ecosystem with a strong focus on digital workplace experience, proactive device intelligence, asset lifecycle governance, and field dispatch activities enabled through Nexthink Digital Employee Experience (DEX) analytics.\n\nIn addition, the FSO will provide hands-and-feet support for Infrastructure Technology Towers including Network, Server, Storage, Security, and Cloud Operations whenever onsite assistance is required at office locations, communication rooms, or server rooms.\n\nKey Responsibilities\n\nKey Responsibilities\n\nOnsite Incident Resolution & Service Request Fulfilment\n\nProvide onsite support for incidents and service requests requiring physical intervention.\nTroubleshoot and resolve hardware, software, operating system, application, network, and mobility-related issues.\nProvide real-time acknowledgment, ownership, and resolution of relevant IT infrastructure issues.\nSupport account lockouts, Microsoft 365 issues, VPN connectivity, user access, and permissions requests as per procedures\nCoordinate with Service Desk, OEM Vendors, and third-party service providers as needed.\nEnsure tickets are resolved within agreed SLA and customer satisfaction targets.\nPerform root cause analysis and recommend improvements to reduce recurring incidents.\n\nEnd User Computing (EUC) Support\n\nSupport and maintain the following technologies:\nEndpoint Devices\n\nLaptops and Desktop Computers\nVirtual Desktop Infrastructure (VDI) Endpoints\nThin Clients\nTablets\nWorkstations\n\nEnd User Peripherals\n\nMonitors\nDocking Stations\nKeyboard and Mouse Devices\nHeadsets\nWeb Cameras\nSecurity Locks\nStorage Devices\nChargers and Power Adapters\nCables and Accessories\n\nMobility Devices\n\niOS Smartphones and Tablets\nAndroid Smartphones and Tablets\nBYOD Devices (if applicable)\nCorporate Mobility Services\nCorporate SIM Management\n\nPrinting & Imaging\n\nPrinters\nScanners\nMulti-Function Devices (MFDs)\n\nDevice Build, Deployment & Lifecycle Management\n\nBuild, image, configure, deploy, and support end-user devices.\nInstall, upgrade, and maintain Windows operating systems and Microsoft Office products.\nPerform software installations, patching, and security updates.\nExecute employee onboarding, relocation, and offboarding activities.\nSupport device refresh, replacement, and retirement programs.\nMaintain compliance with enterprise device management and security standards.\n\nProactive Device Maintenance Program\n\nExecute structured and proactive maintenance activities including:\n\nWeekly\n\nTechnology floor walks\nUser experience validation\nDevice health inspections\n\nMonthly\n\nAV/VC room readiness validation\nEndpoint optimization reviews\nWorkplace technology checks\n\nBi-Monthly\n\nPrinter and MFD health assessments\nPreventive maintenance reviews\n\nQuarterly\n\nEndpoint physical asset sweeps\nHardware condition assessment\nInventory validation\n\nContinuous\n\nNexthink-triggered proactive dispatch activities\nEndpoint health monitoring\nPreventive maintenance logging\nEndpoint performance optimization\n\nAsset Inventory & CMDB Management\n\nMaintain accurate inventory records for all assigned hardware assets.\nUpdate CMDB and Asset Management systems.\nTrack asset movement, allocation, refresh, return, and disposal activities.\nConduct periodic asset audits and reconciliations.\nEnsure compliance with asset governance and security standards.\n\nAV/VC & Collaboration Technology Support\n\nSupport enterprise collaboration technologies, including:\nBoard Rooms\nConference Rooms\nMeeting Rooms\nTraining Facilities\nTown Hall Events\n\nResponsibilities\n\nConduct room readiness checks.\nProvide onsite support for executive meetings and critical business events.\nTroubleshoot AV/VC issues in real-time.\nSupport Microsoft Teams Rooms and collaboration solutions.\nCoordinate with AV vendors for issue resolution and maintenance.\n\nIP Telephony Support\n\nSupport and maintain:\nAvaya Telephony Platforms\nSIP/VoIP Technologies\nDesk Phones\nSoft Phones\nConference Phones\n\nResponsibilities\n\nDevice deployment and provisioning.\nTroubleshooting telephony issues.\nMACD (Moves, Adds, Changes, and Deletes) activities.\nVendor coordination and incident resolution.\n\nVVIP White-Glove Support\n\nProvide premium technology support to senior executives and leadership teams.\n\nResponsibilities\n\nExecutive device support and management.\nBoardroom readiness validation.\nHigh-priority incident response.\nExecutive meeting and presentation support.\nProactive monitoring and issue prevention.\n\nWalk-In Center / Technology Bar Operations\n\nProvide face-to-face technology support to end users.\nHandle walk-in incidents and service requests.\nPerform device diagnostics and health checks.\nSupport device replacement and swap services.\nConduct user education and guidance sessions as required.\n\nITSM & Service Operations Governance\n\nManage incidents, requests, tasks, and work orders through ITSM platforms.\nEnsure compliance with ITIL processes and service management standards.\nMaintain high ticket quality standards.\nEscalate unresolved issues appropriately.\nParticipate in service reviews, customer meetings, and operational governance discussions.\nCreate and provide operational and service performance reports.\n\nHands-and-Feet Support for Technology Towers\n\nServe as the onsite operational support resource for infrastructure teams where remote resolution is not possible.\n\nResponsibilities\n\nProvide hands-and-feet support for:\nServer Operations\nNetwork Operations\nSecurity Operations\nStorage Infrastructure\nBackup Infrastructure\nData Center Operations\nUnified Communications\nSupport planned changes, maintenance windows, infrastructure upgrades, and major incident activities.\nPerform physical activities at office locations, communication rooms, and server rooms based on instructions from technology tower teams.\nAssist with (as received instruction from Infrastructure Teams)\nCable patching and tracing\nDevice reboot and power cycling\nHardware installation and removal\nEquipment rack and stack activities\nPhysical health checks\nLabeling and inventory verification in Global Locations\nRemote Smart Hands activities\nParticipate in major incident bridge calls and execute onsite actions as directed.\nEnsure timely completion and update of assigned activities during planned and emergency maintenance events.\nAct as the local site escalation contact for infrastructure teams during critical incidents.\nSkill Requirements\n\nTechnical Skills & Competencies\n\nOperating Systems\n\nWindows 10 & Windows 11\nVirtual Desktop Infrastructure (VDI)\nThin Client Technologies\n\nMicrosoft Technologies\n\nMicrosoft 365\nOutlook\nTeams\nOneDrive\nActive Directory\nOffice Applications\n\nEnd User Computing\n\nDesktop and Laptop Support\nRemote Support Tools (RDP, Bomgar, BeyondTrust, etc.)\nEndpoint Management\nEUC Device Lifecycle Management\n\nNetworking Fundamentals\n\nLAN/WAN\nTCP/IP\nWi-Fi Troubleshooting\nVPN Technologies\n\nMobility Technologies\n\niOS Devices\nAndroid Devices\nMobile Device Management (MDM)\n\nMonitoring & Analytics\n\nNexthink DEX\nEndpoint Monitoring Tools\nIT Infrastructure Alert Monitoring\n\nITSM & Asset Management\n\nServiceNow or equivalent ITSM platforms\nCMDB Management\nAsset Lifecycle Management\nHelpdesk Administration\n\nAV/VC Technologies\n\nMicrosoft Teams Rooms\nVideo Conferencing Systems\nUnified Collaboration Platforms\n\nTelephony\n\nAvaya\nSIP/VoIP\nConference Telephony Systems\nOther Requirements\n\nTicket Quality Expectations\n\nThe FSO must maintain exemplary ticket quality through:\nAccurate categorization and prioritization\nComplete troubleshooting documentation\nTimely user communication and updates\nDetailed resolution and closure notes\nProper asset and CI association\nSLA adherence\nUser confirmation prior to closure\nCompliance with Incident, Request, Problem, and Change Management processes\nHigh First-Time Fix Rate (FTFR)\nReduction in ticket reopens and repeat incidents\n\nExperience & Qualifications\n\nEducation\n\nDiploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.\n\nExperience\n\n3–8 years of Deskside Support / EUC Support experience.\nExperience supporting large global enterprise environments.\nExperience working in 24x7 support models.\nExperience supporting executive and VVIP users.\nExperience with ITSM platforms, CMDB, Asset Management, Mobility, and AV/VC solutions.\nExperience providing Smart Hands / Hands-and-Feet support for Infrastructure Tower teams is highly desirable.\n\nBehavioural Competencies\n\nStrong Customer Service Orientation\nExcellent Verbal & Written Communication\nOwnership & Accountability\nProblem Solving & Analytical Thinking\nStakeholder Management\nAttention to Detail\nTeam Collaboration\nExecutive Presence\nService Excellence Mindset\nAbility to Work Under Pressure\nContinuous Improvement Focus\n\nPreferred Certifications\n\nITIL Foundation\nMicrosoft Certified Professional\nHelix or ServiceNow Fundamentals\n\nMaximum Salary (US):Minimum Salary (US):\n#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-","company":"HCLTech","rawCompany":"hcltech","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-13T14:36:46.634Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Sr Analyst","description":"City and County of San Francisco, California\nJob Summary\n\nJob Description:\nField Support Operations (FSO) – Onsite Deskside Support\n\nJob Title\n\nField Support Operations (FSO) – Onsite Deskside Support Engineer\n\nFunction\n\nEnd User Services (EUS) | Field Services Operations\n\nLocation\n\nSingapore and Other GIC Global Office Locations\n\nShift Requirement\n\nSingapore 24x7 Operations Support (Rotational Shifts & Rotational Weekly Offs)\n\nRole Summary\n\nHCLTech will provide Onsite Deskside Support as the physical hands-and-feet support layer for GIC's end users across all global office locations. The Field Support Operations (FSO) acts as the onsite extension of the Service Desk, responsible for resolving incidents and service requests requiring physical intervention, managing endpoint devices throughout their lifecycle, supporting collaboration technologies, AV/VC environments, executive users (VIP Support), technology bars, and proactive endpoint maintenance activities.\n\nThe FSO will operate within GIC's technology ecosystem with a strong focus on digital workplace experience, proactive device intelligence, asset lifecycle governance, and field dispatch activities enabled through Nexthink Digital Employee Experience (DEX) analytics.\n\nIn addition, the FSO will provide hands-and-feet support for Infrastructure Technology Towers including Network, Server, Storage, Security, and Cloud Operations whenever onsite assistance is required at office locations, communication rooms, or server rooms.\n\nKey Responsibilities\n\nKey Responsibilities\n\nOnsite Incident Resolution & Service Request Fulfilment\n\nProvide onsite support for incidents and service requests requiring physical intervention.\nTroubleshoot and resolve hardware, software, operating system, application, network, and mobility-related issues.\nProvide real-time acknowledgment, ownership, and resolution of relevant IT infrastructure issues.\nSupport account lockouts, Microsoft 365 issues, VPN connectivity, user access, and permissions requests as per procedures\nCoordinate with Service Desk, OEM Vendors, and third-party service providers as needed.\nEnsure tickets are resolved within agreed SLA and customer satisfaction targets.\nPerform root cause analysis and recommend improvements to reduce recurring incidents.\n\nEnd User Computing (EUC) Support\n\nSupport and maintain the following technologies:\nEndpoint Devices\n\nLaptops and Desktop Computers\nVirtual Desktop Infrastructure (VDI) Endpoints\nThin Clients\nTablets\nWorkstations\n\nEnd User Peripherals\n\nMonitors\nDocking Stations\nKeyboard and Mouse Devices\nHeadsets\nWeb Cameras\nSecurity Locks\nStorage Devices\nChargers and Power Adapters\nCables and Accessories\n\nMobility Devices\n\niOS Smartphones and Tablets\nAndroid Smartphones and Tablets\nBYOD Devices (if applicable)\nCorporate Mobility Services\nCorporate SIM Management\n\nPrinting & Imaging\n\nPrinters\nScanners\nMulti-Function Devices (MFDs)\n\nDevice Build, Deployment & Lifecycle Management\n\nBuild, image, configure, deploy, and support end-user devices.\nInstall, upgrade, and maintain Windows operating systems and Microsoft Office products.\nPerform software installations, patching, and security updates.\nExecute employee onboarding, relocation, and offboarding activities.\nSupport device refresh, replacement, and retirement programs.\nMaintain compliance with enterprise device management and security standards.\n\nProactive Device Maintenance Program\n\nExecute structured and proactive maintenance activities including:\n\nWeekly\n\nTechnology floor walks\nUser experience validation\nDevice health inspections\n\nMonthly\n\nAV/VC room readiness validation\nEndpoint optimization reviews\nWorkplace technology checks\n\nBi-Monthly\n\nPrinter and MFD health assessments\nPreventive maintenance reviews\n\nQuarterly\n\nEndpoint physical asset sweeps\nHardware condition assessment\nInventory validation\n\nContinuous\n\nNexthink-triggered proactive dispatch activities\nEndpoint health monitoring\nPreventive maintenance logging\nEndpoint performance optimization\n\nAsset Inventory & CMDB Management\n\nMaintain accurate inventory records for all assigned hardware assets.\nUpdate CMDB and Asset Management systems.\nTrack asset movement, allocation, refresh, return, and disposal activities.\nConduct periodic asset audits and reconciliations.\nEnsure compliance with asset governance and security standards.\n\nAV/VC & Collaboration Technology Support\n\nSupport enterprise collaboration technologies, including:\nBoard Rooms\nConference Rooms\nMeeting Rooms\nTraining Facilities\nTown Hall Events\n\nResponsibilities\n\nConduct room readiness checks.\nProvide onsite support for executive meetings and critical business events.\nTroubleshoot AV/VC issues in real-time.\nSupport Microsoft Teams Rooms and collaboration solutions.\nCoordinate with AV vendors for issue resolution and maintenance.\n\nIP Telephony Support\n\nSupport and maintain:\nAvaya Telephony Platforms\nSIP/VoIP Technologies\nDesk Phones\nSoft Phones\nConference Phones\n\nResponsibilities\n\nDevice deployment and provisioning.\nTroubleshooting telephony issues.\nMACD (Moves, Adds, Changes, and Deletes) activities.\nVendor coordination and incident resolution.\n\nVVIP White-Glove Support\n\nProvide premium technology support to senior executives and leadership teams.\n\nResponsibilities\n\nExecutive device support and management.\nBoardroom readiness validation.\nHigh-priority incident response.\nExecutive meeting and presentation support.\nProactive monitoring and issue prevention.\n\nWalk-In Center / Technology Bar Operations\n\nProvide face-to-face technology support to end users.\nHandle walk-in incidents and service requests.\nPerform device diagnostics and health checks.\nSupport device replacement and swap services.\nConduct user education and guidance sessions as required.\n\nITSM & Service Operations Governance\n\nManage incidents, requests, tasks, and work orders through ITSM platforms.\nEnsure compliance with ITIL processes and service management standards.\nMaintain high ticket quality standards.\nEscalate unresolved issues appropriately.\nParticipate in service reviews, customer meetings, and operational governance discussions.\nCreate and provide operational and service performance reports.\n\nHands-and-Feet Support for Technology Towers\n\nServe as the onsite operational support resource for infrastructure teams where remote resolution is not possible.\n\nResponsibilities\n\nProvide hands-and-feet support for:\nServer Operations\nNetwork Operations\nSecurity Operations\nStorage Infrastructure\nBackup Infrastructure\nData Center Operations\nUnified Communications\nSupport planned changes, maintenance windows, infrastructure upgrades, and major incident activities.\nPerform physical activities at office locations, communication rooms, and server rooms based on instructions from technology tower teams.\nAssist with (as received instruction from Infrastructure Teams)\nCable patching and tracing\nDevice reboot and power cycling\nHardware installation and removal\nEquipment rack and stack activities\nPhysical health checks\nLabeling and inventory verification in Global Locations\nRemote Smart Hands activities\nParticipate in major incident bridge calls and execute onsite actions as directed.\nEnsure timely completion and update of assigned activities during planned and emergency maintenance events.\nAct as the local site escalation contact for infrastructure teams during critical incidents.\nSkill Requirements\n\nTechnical Skills & Competencies\n\nOperating Systems\n\nWindows 10 & Windows 11\nVirtual Desktop Infrastructure (VDI)\nThin Client Technologies\n\nMicrosoft Technologies\n\nMicrosoft 365\nOutlook\nTeams\nOneDrive\nActive Directory\nOffice Applications\n\nEnd User Computing\n\nDesktop and Laptop Support\nRemote Support Tools (RDP, Bomgar, BeyondTrust, etc.)\nEndpoint Management\nEUC Device Lifecycle Management\n\nNetworking Fundamentals\n\nLAN/WAN\nTCP/IP\nWi-Fi Troubleshooting\nVPN Technologies\n\nMobility Technologies\n\niOS Devices\nAndroid Devices\nMobile Device Management (MDM)\n\nMonitoring & Analytics\n\nNexthink DEX\nEndpoint Monitoring Tools\nIT Infrastructure Alert Monitoring\n\nITSM & Asset Management\n\nServiceNow or equivalent ITSM platforms\nCMDB Management\nAsset Lifecycle Management\nHelpdesk Administration\n\nAV/VC Technologies\n\nMicrosoft Teams Rooms\nVideo Conferencing Systems\nUnified Collaboration Platforms\n\nTelephony\n\nAvaya\nSIP/VoIP\nConference Telephony Systems\nOther Requirements\n\nTicket Quality Expectations\n\nThe FSO must maintain exemplary ticket quality through:\nAccurate categorization and prioritization\nComplete troubleshooting documentation\nTimely user communication and updates\nDetailed resolution and closure notes\nProper asset and CI association\nSLA adherence\nUser confirmation prior to closure\nCompliance with Incident, Request, Problem, and Change Management processes\nHigh First-Time Fix Rate (FTFR)\nReduction in ticket reopens and repeat incidents\n\nExperience & Qualifications\n\nEducation\n\nDiploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.\n\nExperience\n\n3–8 years of Deskside Support / EUC Support experience.\nExperience supporting large global enterprise environments.\nExperience working in 24x7 support models.\nExperience supporting executive and VVIP users.\nExperience with ITSM platforms, CMDB, Asset Management, Mobility, and AV/VC solutions.\nExperience providing Smart Hands / Hands-and-Feet support for Infrastructure Tower teams is highly desirable.\n\nBehavioural Competencies\n\nStrong Customer Service Orientation\nExcellent Verbal & Written Communication\nOwnership & Accountability\nProblem Solving & Analytical Thinking\nStakeholder Management\nAttention to Detail\nTeam Collaboration\nExecutive Presence\nService Excellence Mindset\nAbility to Work Under Pressure\nContinuous Improvement Focus\n\nPreferred Certifications\n\nITIL Foundation\nMicrosoft Certified Professional\nHelix or ServiceNow Fundamentals\n\nMaximum Salary (US):Minimum Salary (US):\n#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-","datePosted":"2026-08-13T14:36:46.634Z","dateModified":"2026-08-13T14:36:46.634Z","hiringOrganization":{"@type":"Organization","name":"HCLTech","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"2d2af849985055d2ea97adc1"},"url":"https://jobsearcher.com/jobs/2d2af849985055d2ea97adc1"}}