IT Service Desk Analyst
Tata Consultancy Services, Grand Rapids, MI, United States
Job Description
An L1 Technical Support engineer acts as the initial point of contact for users, providing first‑line troubleshooting for hardware, software, and network issues via phone, email, or chat. They resolve basic problems using predefined scripts, document tickets in tracking systems, and escalates complex issues to L2/L3 support.
Description An L1 Technical Support engineer acts as the initial point of contact for users, providing first‑line troubleshooting for hardware, software, and network issues via phone, email, or chat. They resolve basic problems using predefined scripts, document tickets in tracking systems, and escalates complex issues to L2/L3 support.
Desired Competencies (Technical/Behavioral Competency) Must‑Have
Respond to user inquiries and requests for IT support through Phone, Chat and Email.
Customer Support: Responding to queries and guiding users through step‑by‑step solutions.
Provide guidance and instructions to users on how to use IT systems and applications.
Technical Troubleshooting: Resolving common issues like password resets, software installations, and printer issues.
Incident Management: Logging, tracking, and closing support tickets using ticketing systems.
Service Request Management: Logging, tracking and closing service requests.
Onboarding, Offboarding Request Management: Sorting onboarding and offboarding requests, giving access, assigning requests to L2 teams for access, coordinating with Secops.
Escalation: Routing complex or unresolved technical problems to higher‑level engineers.
Documentation: Updating knowledge bases and technical documentation.
White Glove/Walk up Service: Assist customers that walk up in person for assistance
Install, configure, and maintain IT equipment and software
Participate in knowledge sharing and training activities.
Stay up‑to‑date with the latest IT technologies and trends.
Excellent communication and interpersonal skills
Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
Technical Knowledge: Basic understanding of operating systems (Windows/Linux), networking principles, and hardware components.
Domain Knowledge: Retail, Supply Chain
Communication: Strong verbal and written skills for customer interaction.
Problem‑Solving: Ability to analyze issues and follow SOPs to find solutions.
Experience/Education: Equivalent experience in a help desk environment.
Follow up with customers to ensure satisfactory service
Good‑to‑Have
Exposure to Ticketing tools Cherwell, BMC Helix, Autotask
Exposure to Identity Management tools like CyberArk
Exposure to Active Directory
Remote Tool: TeamViewer, Quick Assist, RDC, Ivanti, Dameware
Security Products : AntiVIrus, Zscaler, CiscoVPN
Exposure to Putty, AS400 Mainframe systems
Added advantage if candidate possess ITIL certification.
Possess a high school diploma or equivalent.
Demonstrate proficient communication skills - written and verbal in English
Demonstrate proficient keyboard and computer skills.
Demonstrate exemplary customer service skills
Salary Range-$60,000-$80,000 a year
TCS Employee Benefits Summary
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, 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.
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Description An L1 Technical Support engineer acts as the initial point of contact for users, providing first‑line troubleshooting for hardware, software, and network issues via phone, email, or chat. They resolve basic problems using predefined scripts, document tickets in tracking systems, and escalates complex issues to L2/L3 support.
Desired Competencies (Technical/Behavioral Competency) Must‑Have
Respond to user inquiries and requests for IT support through Phone, Chat and Email.
Customer Support: Responding to queries and guiding users through step‑by‑step solutions.
Provide guidance and instructions to users on how to use IT systems and applications.
Technical Troubleshooting: Resolving common issues like password resets, software installations, and printer issues.
Incident Management: Logging, tracking, and closing support tickets using ticketing systems.
Service Request Management: Logging, tracking and closing service requests.
Onboarding, Offboarding Request Management: Sorting onboarding and offboarding requests, giving access, assigning requests to L2 teams for access, coordinating with Secops.
Escalation: Routing complex or unresolved technical problems to higher‑level engineers.
Documentation: Updating knowledge bases and technical documentation.
White Glove/Walk up Service: Assist customers that walk up in person for assistance
Install, configure, and maintain IT equipment and software
Participate in knowledge sharing and training activities.
Stay up‑to‑date with the latest IT technologies and trends.
Excellent communication and interpersonal skills
Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
Technical Knowledge: Basic understanding of operating systems (Windows/Linux), networking principles, and hardware components.
Domain Knowledge: Retail, Supply Chain
Communication: Strong verbal and written skills for customer interaction.
Problem‑Solving: Ability to analyze issues and follow SOPs to find solutions.
Experience/Education: Equivalent experience in a help desk environment.
Follow up with customers to ensure satisfactory service
Good‑to‑Have
Exposure to Ticketing tools Cherwell, BMC Helix, Autotask
Exposure to Identity Management tools like CyberArk
Exposure to Active Directory
Remote Tool: TeamViewer, Quick Assist, RDC, Ivanti, Dameware
Security Products : AntiVIrus, Zscaler, CiscoVPN
Exposure to Putty, AS400 Mainframe systems
Added advantage if candidate possess ITIL certification.
Possess a high school diploma or equivalent.
Demonstrate proficient communication skills - written and verbal in English
Demonstrate proficient keyboard and computer skills.
Demonstrate exemplary customer service skills
Salary Range-$60,000-$80,000 a year
TCS Employee Benefits Summary
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, 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.
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