What are the responsibilities and job description for the Desktop Support Technician position at NTT Data?
Req ID:
159342
NTT DATA Services 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 Yoakum, Texas (US-TX), United States (US).
The Desktop Support Analyst (Technician) will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
This position will be a Client based position.
Role Responsibilities
- Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
- Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps.
- Strives to meet all Client SLAs & Customer Satisfaction Goals.
- Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
- When required - provides onsite shadowing to Dell Program Field Service Team.
- Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
- Basic installation and maintenance of technical products.
- Follows predefined procedures and tasks in everyday activities.
- Work is regularly reviewed by a more senior level technical specialist.
- Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
- Installs, maintains and optimizes desktop /notebook configurations at customer sites.
- Diagnoses and resolves product performance problems.
- Performs maintenance and repair services.
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
- Instructs customers in the operation and maintenance of the system.
Basic Qualifications
- 2 years desktop/technical support experience
Highly Preferred Skills:
- Experience in servicing/deploying computer equipment
- Helpdesk experience preferred, alongside proven customer service background
- Basic networking administration skills; L1 or L2 is a plus.
- ServiceNow ticketing system, but open to any
- SCCM knowledge
- Individual will be knowledgeable of Windows operating system environment
- Able to comprehend and follow verbal and written technical instructions and scripts
- Qualified resources should have A certification or equivalent skill set, basic Windows troubleshooting will be involved
- Certification in various hardware platforms may optionally be required for servicing hardware issues
- Individual must have the ability to receive calls during the normal business day and after hours
- Physically be able to lift and move Enterprise and Client technology hardware in Client environment
- Excellent verbal and written communication skills with emphasis in customer services, including experience handling executives, difficult customers and conflict resolution
- Excellent interpersonal skills and ability to work collaboratively in a team environment
- Ability to respond to night and weekend onsite work as requested, and work overtime as requested
- Ability to drive own car to other locations
#INDICS
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit
. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email for assistance.
Nearest Major Market:
Victoria
Job Segment:
Technical Support, Technician, Consulting, User Experience, Information Technology, Technology
