Helpdesk Analyst

Req ID: 317020

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.

We are currently seeking a Helpdesk Analyst to join our team in Washington, District of Columbia (US-DC), United States (US).

General Duties:

Under general supervision, the Senior Helpdesk Support Specialist shall provide second-tier support to end users for either PC, server, or mainframe applications or hardware.

Job Duties:

• Serve as a subject matter expert in customer support operations and have experience supporting users in areas such as email, LAN/WAN, directories, standard desktop images and applications, COTS and GOT applications.
• Serve as point of contact for troubleshooting all IT related problems, including hardware/software, passwords, printer problems, VPN and cellular.
• Responsible for meeting established service level metrics for call response, technical support, and customer service, providing follow-up service to end-users to ensure that service provided by the Helpdesk has addressed their needs in a timely and efficient manner.
• Fully document call resolutions and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable.
• Maintain existing process documents and when required, create new SOPs in support of this objective for common Helpdesk processes and activities.

Basic Qualifications:

• Minimum 4 years of experience in Helpdesk/Tier3 support.
• Bachelor's degree in related field or 4 years of experience
• Ability to Obtain Public Trust security clearance required

Preferred Qualifications:

• Proficiency in Asset Management, Office 365, and Windows 10.
• Minimum 1 year supporting government enterprise iPhone/iPad MDM mobility solutions
• Minimum 1 year experience providing designated VIP/Executive Support.
• Understanding of IT security requirements and processes.
• Familiar with Cisco virtual private network (VPN) client.
• Familiar with Cisco video and audio teleconference devices.
• Maintains currency and high level of technical skill in field of expertise.

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

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