It Support Technician

Tata Consultancy Services Limited; Olive Branch (MS); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage (Medical & Dental & V

Vision & Disability Insurance

Commuter Benefits & Training Reimburse

Vacation & Holidays

401K Plan & Financial Assistance

Job summary

Tata Consultancy Services Limited in Olive Branch, MS is seeking a hardware-focused Help Desk Specialist to support end-user devices and peripherals. You will troubleshoot Windows (Win 7/10) and Mac OS, install software, and resolve issues across laptops, desktops, printers, and mobile devices.

You will log incidents in ServiceNow, perform IMAC tasks, imaging and provisioning, and coordinate with vendors to resolve tickets within SLA.

Qualifications

• Strong knowledge of desktop/laptop hardware and peripherals.
• Hands-on experience with hardware and software issues.
• Proficient in Windows 7/10 and MS Office.
• Knowledge of Mac OS.
• Able to install software and troubleshoot issues.

Responsibilities

• Provide second-line investigation and diagnosis of incidents.
• Log and update incident details in ServiceNow.
• Communicate incident progress with clients and escalate when needed.
• Perform IMAC tasks and imaging/provisioning of devices.
• Coordinate hardware repair and vendor interactions.
• Ensure compliance with IT policies and HSE.

Skills

Hardware expertise

Windows support

Mac OS knowledge

Software installation

Troubleshooting

End-user support

ServiceNow

Tools

IMAC tooling

Imaging tools

Job description

United States, Mississippi, Olive Branch

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
• 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 & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.