NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Desktop Support Technician to join our team in batavia, Illinois (US-IL), United States (US).

Desktop Support Technician Job Description

Job Responsibilities Include

The primary responsibility of the Desktop Support Lead Technician is to provide Deskside end-user support and service request support to both the customer and the Desktop Support Team. Support will require in-depth knowledge of PC and Mac Hardware, Desktop & Laptop Operating Systems & settings, printer diagnosis and repair, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required. The desktop lead technician is the principal owner of the desktop support ticket queue as well as the customer's overall satisfaction.

Desktop Support Lead Technician job duties

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded
• Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework)
• If unable to repair on initial visit, validate the user's problem and provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired
• Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate and wherever available in the repair customer issues within target time limits
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete
• Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the call tracking system
• Complete site-specific preventative maintenance checklist
• Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints
• Meet required productivity expectations, including Technology Services metrics
• Meet all performance service level targets
• Make every attempt, when appropriate, to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when call volume is low
• Demonstrated including a solid working knowledge of PC operations including hardware, operating systems, and network settings
• Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.
• Manage Desktop Support Ticket Queue
• Provide Weekly Status Reporting on Desktop Support Team
• CompTIA A+ or equivalent or ability to attain within 3 months of your hire date

Basic Qualifications :

• Minimum 3 years documented IT Service Experience
• Minimum 3 years of PC & MAC OS support experience, diagnostic/troubleshooting, and repair.
• Minimum 3 years' experience with equipment and software installation and upgrades

Preferred Skills:

• IT Certifications to include CompTIA, Microsoft, or Apple Certifications.
• Associate degree or bachelor's degree in computer science, Information Systems, etc.

Candidates for this position will be required to adhere to NTT DATA's and its clients' COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.