End-User IT Support Engineer (Windows/Mac)

Tata Consultancy Services Limited; Baytown (TX); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage

Dental & Vision

Parental Leaves

401K Plan

Certification & Training

Vacation & Holidays

Job summary

Tata Consultancy Services Limited in Baytown, TX seeks an Engineer to provide second-line IT support for end-user hardware and peripherals. You will diagnose incidents, log details in ITSM, and coordinate with vendors and clients to restore service.

The role requires strong hardware, OS, and networking knowledge, with experience in imaging, IMAC tasks, and asset management. On-site work with IT support operations is expected.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• Experience with end-user hardware support and ITSM processes.
• Familiarity with Windows/AD and networking fundamentals.

Responsibilities

• Provides second-line investigation and diagnosis.
• Resolves and closes incidents/service requests as per procedures and allocated timelines.
• Logs relevant incident/service request details in the ITSM tool.
• Communicates with clients regarding incident progress.
• Ensures tickets are updated at all times until issues are resolved.
• Complies with QHSE and IT policies.
• Liaises with clients, IT support groups and third-party providers when necessary.
• Performs staging of PCs.
• Performs IMAC (Install, Move, Add and Change) activities for end-user hardware.
• Conducts hardware and software maintenance and support.
• Troubleshoots and resolves PC incidents and VIP requests.
• Assists with IT security issues and virus elimination.
• Creates and maintains documentation for scope of work.
• Provides special events coverage and meeting room, VCON and voice device support.
• Maintains hardware inventory, spare-part stocking and asset management.
• Manages stock.
• Provides break-fix services to nearby sites using device exchange or loaner PCs.
• Coordinates with hardware vendors for break-fix activities.
• Performs imaging, provisioning and workstation setup.
• Updates asset management databases including hardware and software.
• Manages logistics for PCs and other devices.
• Coordinates activities with third parties to resolve IT issues or complete service requests.
• Follows standard operating procedures documented in the knowledge management system.
• Provides training and demonstrations to end users when needed.
• Performs onsite administrative tasks such as backups and OS migration.
• Provides onsite operational support for industrial mobility devices.
• Supports company-owned mobile phones, tablets and BYOD devices.
• Supports asset disposal activities.
• Coordinates with regional/global support groups for request resolution and escalation.
• Provides operational support for standalone printers, including driver installation, connectivity and software-related troubleshooting.
• Provides operational support for standalone printer/scanner/fax devices.
• Loads and reloads PCs with standard images for deployment of kiosk devices

Skills

Desktop hardware

Windows OS (Win10/Win11)

MS Office

Mac OS knowledge

ITSM tools

Active Directory

Networking basics

Troubleshooting

Printer/scanner support

End-user support

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

Remedy

Imaging tools

Job description

Tata Consultancy Services Limited in Baytown, TX seeks an Engineer to provide second-line IT support for end-user hardware and peripherals. You will diagnose incidents, log details in ITSM, and coordinate with vendors and clients to restore service.

The role requires strong hardware, OS, and networking knowledge, with experience in imaging, IMAC tasks, and asset management. On-site work with IT support operations is expected.