IT Desktop Support II (windows And MAC)

IT Desktop Support II (Windows And Mac)

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 an IT Desktop Support II (Windows and Mac) to join our team in Batavia, Illinois, United States.

The primary responsibility of the Computer Support Technician is to provide deskside end-user support and service request support to both the customer and the Desktop Support Team. Support will require knowledge of PC and Mac hardware, desktop and laptop operating systems & settings, printer diagnosis and repair, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required.

Computer Support Technician job duties:

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
• Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework).
• If unable to repair on initial visit, validate the user's problem and provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
• Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate and wherever available in the repair customer issues within target time limits.
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the call tracking system.
• Complete site-specific preventative maintenance checklist.
• Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
• Meet required productivity expectations, including technology services metrics.
• Meet all performance service level targets.
• Make every attempt, when appropriate, to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when call volume is low.
• Demonstrated including a solid working knowledge of PC operations including hardware, operating systems, and network settings.
• Contribute to the knowledge base through research of articles, training courses attended, on the job learning, etc.

Basic Qualifications:

• Minimum 2 years of IT service experience.
• Minimum 2 years of PC & MAC OS support experience, diagnostic/troubleshooting, and repair.
• Minimum 2 years of experience with software installation and upgrades.
• Ability to obtain a Public Trust.

Preferred Qualifications:

• IT certifications to include CompTIA, Microsoft, or Apple Certifications.
• Associate degree or bachelor's degree in computer science, Information Systems, etc.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.

NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.