3574 - Associate Service Desk Technician

NTT Global Data Centers•Ashburn, VA

9d•$37 - $48•Onsite

About The Position

Provide customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x 365 NOC environment and act as escalation point for Service Desk Technicians.

Requirements

Good problem solving skills.
Good troubleshooting skills.
Good documentation skills.
Proven ability to work independently.
Ability to work well in a team environment.
Ability to accommodate flexible work schedules.
Ability to work in a fast paced environment.
Strong customer service and interpersonal communication skills with a dedication to customer satisfaction.
Type a minimum of 35 wpm.
Technical knowledge of PC hardware, operating systems, and networking.
High school diploma or GED required.
Minimum of 3 years experience.
Must possess a current, valid state-issued driver’s license.

Nice To Haves

Associate degree or technical training school preferred.
A+ and/or Network + 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 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.
Provides corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software, telecom, and communication services with support from Service Desk Senior Analysts.
Coordinates with third party vendors to provide the best possible product & support to end users.
Performs software, hardware and firmware upgrades as necessary.
Thoroughly documents steps taken to resolve incidents.
Assists in the management of asset lifecycle activities.
Maintain printer and copier supplies.
Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution.
Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
Documents support procedures.
Participates in training and mentoring of Service Desk Technicians.
Performs desktop software license management and inventory control.
Acts as communication coordinator and situation manager during any critical incidents call bridge events.
Performs other duties as assigned.