What are the responsibilities and job description for the Desktop Technician Analyst position at NTT DATA North America?
Company Overview
Req ID: 317301
NTT DATA 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.
NTT DATA's Client is currently seeking a Desktop Technician Analyst to join their team in Austin, Texas (US-TX), United States (US).
Job Description
Field Tech/Desktop Technician
The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
Role Responsibilities
Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide
Coordinates with Client End User on expectations and availability to conduct Managed Client Services
Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations
Identifies potential issues that could adversely impact End User experience and follows through on action steps
Strives to meet all Client SLAs & Customer Satisfaction Goals
Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles
Basic installation and maintenance of technical products
Follows predefined procedures and tasks in everyday activities
Work is regularly reviewed by a more senior level technical specialist
Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals
Installs, maintains and optimizes desktop /notebook configurations at customer sites
Diagnoses and resolves product performance problems
Performs maintenance and repair services
Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
Instructs customers in the operation and maintenance of the system
Basic Qualifications
4+ years desktop/technical support experience
Highly Preferred Skills
Experience in servicing/deploying computer equipment
Helpdesk Experience Preferred, Alongside Proven Customer Service Background
Basic networking administration skills; L1 or L2 is a plus
ServiceNow ticketing system
SCCM knowledge
Individual will be knowledgeable of Windows operating system environment
Able to comprehend and follow verbal and written technical instructions and scripts
Qualified resources should have A+ certification or equivalent skill set, basic Windows troubleshooting will be involved
Certification in various hardware platforms may optionally be required for servicing hardware issues
Individual must have the ability to receive calls during the normal business day and after hours
Physically be able to lift and move Enterprise and Client technology hardware in Client environment
Excellent verbal and written communication skills with emphasis in customer services, including experience handling executives, difficult customers and conflict resolution
Excellent interpersonal skills and ability to work collaboratively in a team environment
Ability to respond to night and weekend onsite work as requested, and work overtime as requested
Ability to drive own car to other locations
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.
Req ID: 317301
NTT DATA 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.
NTT DATA's Client is currently seeking a Desktop Technician Analyst to join their team in Austin, Texas (US-TX), United States (US).
Job Description
Field Tech/Desktop Technician
The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
Role Responsibilities
Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide
Coordinates with Client End User on expectations and availability to conduct Managed Client Services
Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations
Identifies potential issues that could adversely impact End User experience and follows through on action steps
Strives to meet all Client SLAs & Customer Satisfaction Goals
Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles
Basic installation and maintenance of technical products
Follows predefined procedures and tasks in everyday activities
Work is regularly reviewed by a more senior level technical specialist
Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals
Installs, maintains and optimizes desktop /notebook configurations at customer sites
Diagnoses and resolves product performance problems
Performs maintenance and repair services
Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
Instructs customers in the operation and maintenance of the system
Basic Qualifications
4+ years desktop/technical support experience
Highly Preferred Skills
Experience in servicing/deploying computer equipment
Helpdesk Experience Preferred, Alongside Proven Customer Service Background
Basic networking administration skills; L1 or L2 is a plus
ServiceNow ticketing system
SCCM knowledge
Individual will be knowledgeable of Windows operating system environment
Able to comprehend and follow verbal and written technical instructions and scripts
Qualified resources should have A+ certification or equivalent skill set, basic Windows troubleshooting will be involved
Certification in various hardware platforms may optionally be required for servicing hardware issues
Individual must have the ability to receive calls during the normal business day and after hours
Physically be able to lift and move Enterprise and Client technology hardware in Client environment
Excellent verbal and written communication skills with emphasis in customer services, including experience handling executives, difficult customers and conflict resolution
Excellent interpersonal skills and ability to work collaboratively in a team environment
Ability to respond to night and weekend onsite work as requested, and work overtime as requested
Ability to drive own car to other locations
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.
Salary : $4
