Desktop Support Technician

at  NTT Data

Req ID: 297613
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 Desktop Support Technician to join our team in Holmdel, New Jersey (US-NJ), United States (US).
This role requires working onsite daily at our client’s facility and requires employee to be fully vaccinated (Covid and Flu) on or before start date to the extent required by applicable law.
This position will be working mainly in Holmdel but from time to time must be flexible to work in other locations in the area. Rotating On-call/holiday and occasional weekend support
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 delivering a high level of customer service. Must have the leadership experience to support the project leader.

Job Responsibilities Include:

• The Deskside Support Technician will be responsible for performing various managed client services for a strategic customer. Including the following:
• These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivering a high level of customer service.
• Responsibilities include performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low-to-moderate installation of IP phone handsets including network drops and use advanced tools /technical knowledge to remediate complex problems and conduct scheduled installations.
• Provide excellent customer service to a large end user base including VIP’s onsite at customer’s location regarding computing functionality, questions, diagnostics, assistance and consultations in one on one or group situations via in person, phone, email and video conferences, etc.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance. Provides technical feedback on technical process issues to improve overall service delivery.
• Ticket and workload management utilizing customer provided ticketing system. As a team leader, coach team members on proper ticket/workload management adhering to our internal processes. Conduct quality checks on the team’s ticket management performance. Address and remediate areas needed for improvement, escalating when appropriate.
• Backup for onsite supervisor and attend daily client meetings, ensure team meets training and other administrative task deadlines.
• Manage client escalations and provide continuous follow ups until resolution.
• Strong verbal and written communication skills

Basic Qualifications:

• Must have at least at least 1 year of experience desktop support experience including:
• Hands on experience with workstation hardware, including assembly, troubleshooting and components replacement.
• Hands on experience with installation, configuration and troubleshooting Windows operating systems, MS applications (office), Antivirus programs, Browsers.

Preferred Skills:

• MS Windows, MS Office, Google Workspace knowledge, ChromeOS, IOS, Citrix client
• Motivated technician with proven troubleshooting skills
• Proven customer service skills - Must be able to effectively communicate with customers over the phone, in person and via email while providing excellent customer service.
• Must be able to effectively multi-task and work in a dynamic, fast-paced team environment.
• Familiarity with workgroup and domain environments
• Windows 10 / ChromeOS / Cloud Ready Deployments
• Active Directory - Computer management
• Imaging, software push using Ivanti LANDesk
• Work with vendors to help troubleshoot and resolve vendor supported applications and hardware (liaison between end user, vendor, and other support towers)
• Smart hands for specific support towers. Provide boots on ground for outages and major incidents and follow directions provided by advanced support towers (Epic, Citrix, Network, Server, Cyber, Enterprise applications)
• Break-fix/Install - thin clients, mobility devices, desktops / laptops, Chrome devices, peripherals (signature pads, scanners, credit card machines)

• The Deskside Support Technician will be responsible for performing various managed client services for a strategic customer. Including the following:
• These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivering a high level of customer service.
• Responsibilities include performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low-to-moderate installation of IP phone handsets including network drops and use advanced tools /technical knowledge to remediate complex problems and conduct scheduled installations.
• Provide excellent customer service to a large end user base including VIP’s onsite at customer’s location regarding computing functionality, questions, diagnostics, assistance and consultations in one on one or group situations via in person, phone, email and video conferences, etc.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance. Provides technical feedback on technical process issues to improve overall service delivery.
• Ticket and workload management utilizing customer provided ticketing system. As a team leader, coach team members on proper ticket/workload management adhering to our internal processes. Conduct quality checks on the team’s ticket management performance. Address and remediate areas needed for improvement, escalating when appropriate.
• Backup for onsite supervisor and attend daily client meetings, ensure team meets training and other administrative task deadlines.
• Manage client escalations and provide continuous follow ups until resolution.
• Strong verbal and written communication skill