IT Support Technician

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

Benefits offered by this job

Discretionary Incentive

Medical Coverage

Parental Leaves

401K Plan

Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services in Cincinnati, OH is seeking an IT Helpdesk Technician to provide second-line hardware and software support for end users. You will perform IMAC activities, image provisioning, and asset management across laptops, desktops, mobiles, and peripherals, ensuring timely incident resolution and strong customer communication.

The role requires hands-on experience with Windows and Mac OS, service ticketing, and a proactive approach to problem solving.

Qualifications

• Strong knowledge of desktop/laptop hardware.
• Hands-on experience in hardware and software support.
• Good knowledge of Windows 10/7 and MS Office.
• Knowledge of Mac OS.
• Installation and troubleshooting of applications/software.
• Exposure to ticketing tools such as Service Now.
• Strong troubleshooting skills across hardware and software.
• Support for laptops, desktops, and mobile devices including peripherals.

Responsibilities

• Provides second-line investigation and diagnosis.
• Resolves and closes incidents/service requests per procedures and timelines.
• Escalates unresolved incidents within agreed timescales.
• Logs incident details and communicates progress to clients.
• Keeps tickets updated until issues are resolved.
• Complies with HSE and IT policies.
• Liaises with clients, IT support groups and 3rd party providers.
• Performs staging of PCs and IMAC activities for end users.
• Maintains hardware/software upkeep and support.
• Troubleshoots PC incidents and VIP requests.
• Manages inventory and asset disposal; coordinates with vendors.
• Imaging and provisioning of devices; builds workstations.
• Updates AMDB with hardware/software details.

Skills

Desktop/Laptop hardware

Hands-on hardware & software

Windows 10/7 & MS Office

Mac OS knowledge

Software installation & trouble shoot

Service Now ticketing

Troubleshooting skills

Peripherals support

Education

Bachelor of Computer Science

Tools

Service Now

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)
• Asset disposal services
• 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

Job Description

Must Have Technical/Functional Skills

• 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

Roles & Responsibilities

• 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 processCommunicate 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)
• Asset disposal services
• 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.

Qualifications

BACHELOR OF COMPUTER SCIENCE