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Tier 2 Help Desk Analyst at NTT DATA

Alexandria, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Workstation Issues, Application Installation, Performance Analysis, Deskside Support, Remote Support, On-site Support, Mobile Device Management, Printer Support, Active Directory, Email Support, Video Teleconferencing, Root Cause Analysis, CRM Systems, Knowledge Management, CompTIA A+, Network+

Industry

IT Services and IT Consulting

Description

Provide advanced technical support for workstation issues, including diagnosis, remediation, application installation/configuration/removal, and performance analysis/tuning. Respond to escalated tickets from Tier 1 and provide timely and effective resolution. Perform deskside support, remote support, and on-site support at customer locations. Image and re-image workstations. Escalate complex issues to the eBusiness team as needed and consult with manufacturers for specialized support. Manage mobile devices, including provisioning, resetting, and remote wiping. Provide printer support, including setup, toner/parts replacement, queue setup, and diagnosis/remediation. Perform root cause analysis for recurring issues. Manage Active Directory accounts and permissions. Provide support for email, meeting rooms, video teleconferencing, moves, and large data moves. Maintain accurate documentation of all incidents and requests. Adhere to all security policies and procedures. Diagnosis and remediation of hardware and software issues, password resets, application installation/configuration/removal, performance tuning. Providing support for email, meeting rooms, video teleconferencing, moves, and large data moves Bachelor's degree Education Equivalency: Associates and 3+ years work experience, or High School and 7+ years of work experience Minimum 3 years of experience Workstation patching/testing experience. Minimum 3 years of experience with CRM/ticketing/ACD systems Minimum 3 years of experience Release and Knowledge management experience. Ability to obtain a Public Trust CompTIA A+ and Network+ certifications ITIL v4 Foundation certification.

Responsibilities

Provide advanced technical support for workstation issues and respond to escalated tickets from Tier 1. Perform deskside, remote, and on-site support, manage mobile devices, and maintain accurate documentation of all incidents and requests.