Desktop Support Technician at NTT DATA

Mahwah, New Jersey, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Desktop Support, Technical Problem Solving, Customer Satisfaction, Windows Operating System, ServiceNow, Asset Management, Communication Skills, Technology Refresh, A+ Certification, VIP Support, Installation, Documentation, MAC-related Tasks, Quality Support, Presentation Skills, Verbal Communication, Written Communication

Industry

IT Services and IT Consulting

Description

Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention Ensure all tickets are resolved within documented service levels Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs Possess excellent presentation, verbal communication and written skills Provide technology refresh support as needed All other tasks as assigned 3+ years of experience with end user support & desktop support 3+ years of experience with Windows operating system White Glove support or experience supporting VIPS is a plus Able to work on feet for up to 8 hours per day and lift items up to 50 lbs A+ Certification Highly Preferred Must be flexible to work shift/weekend schedule Must have a valid driver's license and personal vehicle for travel between client offices if necessary

Responsibilities

The Desktop Support Technician ensures the proper operation of technology applications and equipment by resolving technical problems and providing deskside assistance. They also perform scheduled moves, installations, and provide quality level II support to users.