Associate Service Desk Technician

NTT Global Data Centers•Ashburn, VA

3d•Remote

About The Position

Provides technical support for customers in the use of computer hardware and software. Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Requirements

Strong customer service and interpersonal communication skills.
Dedication to customer satisfaction.
Proficient with MS Office Suite (Word, Excel, PowerPoint, Project).
Ability to work in a fast-paced environment.
Proven ability to work independently.
Ability to accommodate flexible work schedules.
Ability to work in a team environment.
Type a minimum of 35 wpm.
Technical knowledge of PC Hardware, operating systems, and networking.
High school diploma required.
Minimum 1 years of experience required.
Requires availability 24/7/365 potentially on a rotational schedule.
Must be able to work late nights, holidays and weekends.
Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
A valid driver's license is required as employees will need to support tasks in nearby buildings and utilize company vehicles to complete assignments.

Nice To Haves

Associate degree or technical training school preferred.
A+ certification a plus.

Responsibilities

Answers company operator calls and direct them to the appropriate person.
Takes initial telephone or email inquiries and troubleshoot and manage relatively simple hardware, software or network problems with users.
Records required customer and problem information, updating records with appropriate journal entries of activities.
Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Reviews event monitoring tools and ticket queue to help resolve operations tickets.
Thoroughly documents steps taken to resolve incidents.
Maintain printer and copier supplies.
Performs desktop software license management and inventory control.
Assists in setting up new user profiles, PC’s/laptops/phones.
Performs software, hardware and firmware upgrades as necessary.
Perform account terminations based on documented processes.
Assists in the management of asset lifecycle activities.
Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
Performs other duties as assigned.