Desktop Services Technician

Desktop Services Technician

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. NTT DATA's client is currently seeking a Desktop Services Technician to join their team in Greater Phoenix Metro Area, Arizona, United States.

Essential Key Job Responsibilities:

• Team member supporting Epic Gold upgrades and deployment, covering multiple Health locations throughout the Greater Phoenix metropolitan area.
• Provides desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity.
• Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as subject matter expert for at least one device type.
• May be assigned to one or more projects as a project team member.
• Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of the devices.
• Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity. Utilizes previous experience to reach resolution and will contribute to knowledge management system(s). Escalates issues when necessary.
• Responds to customer requests received via the Service Management application. Fulfills requests of moderate to high complexity. Interacts with the customers in a courteous and professional manner.
• Assists in the maintenance of and enters appropriate data into the device asset management system and the knowledge management systems to capture knowledge and work processes.
• Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including purchasing and deployment of new devices. Identifies potential issues that could adversely impact end-user experience and takes corrective action. Participates in low complexity local and enterprise projects. Participates in on-call rotation and provides on-call support.
• Performs proactive maintenance on devices. Participates in the "smart hands" program to assist other IT functional areas when needed. General knowledge of Operational Level Agreements (OLAs) and always works within those metrics.
• May be required to support Intermediate Distribution Frame (IDF) cable management and patching activities.
• Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management.
• Understanding and adherence to policies and procedures. Contributes to new or modified policies.
• Provides guidance, training and problem solving assistance to other team members.

Qualifications:

• Associate degree or technical institute degree/certificate preferred.
• 2+ years of experience in the service industry.
• Solid customer service skills required.
• Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office & Google Suite modules.
• Healthcare experience preferred.
• Previous Epic Gold experience preferred.

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.