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SCA Computer Operator II at NTT DATA

Alexandria, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Customer Service, Business Applications, Data Analysis, Help Desk Support, Training, Documentation, ITIL, Windows OS, MS Office, Requirements Analysis, Knowledge Management, Problem Management, Telecommunications, Visual Information Hardware

Industry

IT Services and IT Consulting

Description

Analyze client business applications and data to identify and resolve technical issues. Capture relevant data related to issues to assist Tier 3 engineers with escalation. Communicate effectively with employees, contractors, and vendors to provide timely and professional support. Troubleshoot routine and recurring problems with customer's business applications. Provide training and support to users on custom business applications. Log, track, and follow up on tickets to ensure timely resolution. Assist with help desk calls, emails, and support requests as needed. Act as a liaison between clients and support groups. Provide Tier I/II support for custom business applications. Document tickets with detailed information for escalation to the agency Tier 3 team. Provide help desk support for office automation, telecommunications, and visual information hardware and software. Set up new user accounts with enterprise email. Suggest articles for the knowledge base to improve help desk efficiency. Participate in problem management for recurring issues. Coordinate customer-reported outages with the supervisor. Provide input into knowledge management systems and application requirements for system enhancements. Bachelor's degree Education Equivalency: High School Diploma and 9 years' experience. Minimum 4 years of experience providing phone and/or in-person support for business applications (analysis, diagnosis, remediation, testing, performance analysis). Minimum 4 years of experience with standard Windows OS applications and MS Office applications. Minimum 4 years of experience of customer service experience. Minimum 4 years of experience of requirements definition/analysis experience. Ability to obtain a Public Trust ITIL v4 Foundation certification. Business application training experience. Knowledge of ITSM platforms (e.g., ServiceNow, BMC Remedy) is advantageous.

Responsibilities

Analyze client business applications and data to identify and resolve technical issues. Provide training and support to users on custom business applications.