It Support Technician

Tata Consultancy Services; Cincinnati (OH); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Discretionary annual incentive

Medical coverage

Maternal & parental leaves

401K plan

Certification & training reimbursement

Vacation & holidays

Job summary

Tata Consultancy Services Limited in Cincinnati, OH seeks aDesktop/End-User Support Technician to troubleshoot hardware and software issues across laptops, desktops, and mobile devices. You will manage incidents via ServiceNow, perform IMAC tasks, and assist with imaging and provisioning while coordinating with vendors and IT teams.

The role requires strong hardware knowledge, hands-on troubleshooting, and solid communication to keep tickets updated and SLAs met.

Qualifications

• Strong knowledge of desktop/laptop hardware and software.
• Hands-on experience with hardware and software troubleshooting.
• Experience with ticketing tools (ServiceNow) and end-user support.

Responsibilities

• Provide second-line investigation and diagnosis for incidents.
• Resolve incidents within defined timelines and escalate when needed.
• Imaging, provisioning, and IMAC activities for end-user devices.
• Hardware maintenance, asset management, and spare parts coordination.
• Communicate incident progress to clients and update tickets until resolution.

Skills

Hardware troubleshooting

Windows 10/7

Mac OS knowledge

End-user support

ServiceNow ticketing

IMAC (Install, Move, Add, Change)

Imaging & provisioning

Asset & inventory management

Vendor coordination

Job description

• Strong knowledge of desktop/laptop hardware
• Very strong hands-on experience (H/W and S/W)
• Good knowledge of Win 10, Win 7 & MS Office
• Knowledge of Mac OS
• Application / software installation and trouble shooting
• Knowledge / exposure on ticketing tools (Service Now)
• Strong Troubleshooting Skills
• Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.
• Working knowledge of supporting computer peripherals, like printers, scanners etc.
• Strong hands-on experience (H/W and S/W)
• Hardware, operating system & software knowledge
• Provides second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details as per process
• Communicate with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Complies with Health Safety Environment (HSE) and IT policies
• Liaise with clients, IT support groups and 3rd party providers when necessary
• Performs staging of PCs
• Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
• Conducts hardware and software maintenance and support
• Troubleshoots and resolves PC incidents and/or VIP requests
• Centralized hardware and Spare part stocking and inventory managementSurplus equipment management
• Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
• Hardware vendor coordination for Break fix
• Imaging & provisioning of devices. Setup and build workstations
• Update AMDB including hardware and software
• PC and other devices - logistics management

Salary Range: $55,000 - $65,000 a year

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & He alth, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.