IT Support Technician: Hardware & VIP Incident Resolver

Tata Consultancy Services Limited; 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

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.