IT Desktop Support Specialist

About This Role

This desktop support specialist role focuses on providing end-user support and service request assistance to both customers and the Desktop Support Team. It involves in-depth knowledge of PC and Mac hardware, operating systems, printer diagnosis, and networking functionality, as well as intermediate knowledge of end-user applications.

Responsibilities

• Provide prompt initial response to all assigned service requests, ensuring standard performance requirements are met or exceeded
• Troubleshoot system problems and complete repairs in a timely and efficient manner, ensuring minimal recurrence of problems
• If unable to repair on the initial visit, validate the user
• Effectively use remote assistance tools, knowledge base, and other tools to diagnose and repair customer issues within target time limits
• Provide customers with regular communication regarding the status of repairs/installs, including notification when repairs are complete
• Communicate appropriate advice and techniques to customers to avoid future incidents of a similar nature
• Appropriately document all required information into the call tracking system
• Complete site-specific preventative maintenance checklists
• Escalate service requests to appropriate IT support for resolution if problems 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
• Demonstrate 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.
• Attain CompTIA A+ or equivalent certification within 3 months of hire date

Requirements

• Minimum 3 years of IT Service experience
• Minimum 3 years of PC MAC OS support experience, diagnostic/troubleshooting, and repair
• Minimum 3 years of experience with equipment, software installation, and upgrades

Nice to have:

• IT Certifications to include CompTIA, Microsoft, or Apple Certifications

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and ADD insurance
• Short and long-term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits

About the Company

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. They are committed to accelerating client success and positively impacting society through responsible innovation. NTT DATA is one of the world's leading AI and digital infrastructure providers, with capabilities in enterprise-scale AI, cloud, security, connectivity, data centers, and application services. Their consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, they have experts in more than 50 countries and offer clients access to an ecosystem of innovation centers and partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D. They hire locally to NTT DATA offices or client sites to provide timely and effective support tailored to each client