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 Philadelphia, Pennsylvania (US-PA), United States (US).

The Deskside Services Technician will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) and requires occasional travel between two client sites in the Glen Mills and Philadelphia areas.

Key Responsibilities

• Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems.
• Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues.
• Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks.
• Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff.
• Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management.
• Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention.
• Ensure all tickets are resolved within documented service levels.
• Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem.
• Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs.
• Possess excellent presentation, verbal communication and written skills.
• Provide technology refresh support as needed.
• All other tasks as assigned.

Work Environment

• This job is performed indoors in an office setting.
• This position requires the ability to move, carry, push, pull and/or lift up to 45 pounds, as well as climb under/around desks for cable management.

Basic Qualifications

• 2+ years of experience in a deskside services role supporting end users; troubleshooting and resolving all aspects of computer hardware and software.
• 2+ years of experience supporting Windows and Microsoft Office Suite

Additional Skills

• Strong interpersonal skills
• Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously
• Must be able to work independently and be self-motivated
• Demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure
• Ability to communicate with customers, vendors, management, and coworkers
• Dell hardware (laptop, desktop, tablet, 2-in-1) and Apple iPhone experience
• Experience supporting audio/video and video teleconferencing equipment
• CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician
• Associate's degree Preferred