IT Desktop Support II (PC & MAC OS) at NTT DATA

Batavia, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Jan, 26

Salary

0.0

Posted On

31 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

PC Hardware, Mac Hardware, Desktop Operating Systems, Laptop Operating Systems, Printer Diagnosis, Networking Functionality, End-User Applications, Troubleshooting, Remote Assistance Tools, Documentation, Preventative Maintenance, IT Service Experience, CompTIA A+, Microsoft Certifications, Apple Certifications, Equipment Installation

Industry

IT Services and IT Consulting

Description

The primary responsibility of the Computer Support 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. 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. CompTIA A+ or equivalent or ability to attain within 3 months of your hire date Minimum 2 years of documented IT Service Experience Minimum 2 years of PC & MAC OS support experience, diagnostic/troubleshooting, and repair. Minimum 2 years of experience with equipment and software installation and upgrades IT Certifications to include CompTIA, Microsoft, or Apple Certifications. Associate degree or bachelor's degree in computer science, Information Systems, etc.

Responsibilities

The Computer Support Technician provides deskside end-user support and service request support to customers and the Desktop Support Team. Responsibilities include troubleshooting system problems, providing timely repairs, and ensuring effective communication with customers regarding their service requests.