Desktop Support Technician

Desktop Support 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. We are currently seeking a Desktop Support Technician to join our team in Wallingford, Connecticut, United States. The Desktop Support Technician will be responsible for the on-site integration of company and multi-vendor systems solutions, which may include hardware, software, and networking products as well as operating systems. On-site and/or remote installation, implementation, configuration, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals. Serves as company liaison with client on administrative and technical matters. Interprets clients' needs and clarifies if the responsibility for problem resolution falls to sales personnel, client support representatives or engineers. This position will be a client-based position.

Job Level Specific Duties:

• Diagnoses and troubleshoots Level 2 problems encountered with personal computer hardware, software and peripherals.
• Documents service orders and performs follow up of completed orders for management information reporting and customer satisfaction.
• Coordinates user requests with external vendors per policies and procedures.
• Handles problems that the first-tier of help desk support is unable to resolve.
• Coordinates with technical, professional or service personnel for appropriate services, repairs or follow-up.

Essentials:

• End user support and work on tickets
• Coordination between onsite and offshore for user problems to help resolve issues
• Imaging Laptops and Desktops for new users
• Workstation moves within and across Buildings
• Upgrade Memory, CPU, Hard disks on Physical Servers (Hardware upgrades)
• 3rd Party vendor coordination for Application Support and Printers
• Meeting Rooms and Conference room setups (IT related only)
• Work on small scale projects like laptop, desktop, thin client tech refresh and upgrades.
• Availability and Support during outages and maintenance windows

Basic Qualifications:

• 3+ years desktop/technical support experience

Additional skills:

• A+ Certification
• Windows 11 experience is a plus
• Desktop Management-Desktop Administration Experience
• White Glove/VIP support experience
• Must have a proven customer service background
• Knowledgeable of Windows Operating System environment
• Must be able to comprehend and follow verbal and written technical instructions and scripts
• Good verbal and written communication skills
• Physically able to lift and move Enterprise and Client technology hardware in our customer environments
• Excellent interpersonal skills and ability to work collaboratively in a team environment
• Basic customer interaction skills
• Strong troubleshooting skills