Deskside Support Lead Technician

NTT DATA Services•Edison, NJ

41d•$27 - $37•Onsite

About The Position

NTT DATA is seeking a Deskside Support Lead Technician to join their team in Edison, New Jersey. This role requires daily onsite work at a client's facility and involves performing various managed client services including IMAC, Break Fix, and Desk Side Support. The position combines strong technical skills with a focus on delivering excellent customer service. The technician will be responsible for the configuration and repair of desktop/notebook computer equipment and peripherals, installation of IP phone handsets, and using advanced tools to resolve client issues and conduct installations. They will also provide customer service to a large end-user base, including VIPs, via various communication channels, advise on preventive maintenance, and provide technical feedback to improve service delivery. The role also includes ticket and workload management, coaching team members, conducting quality checks, managing client escalations, and backing up the onsite supervisor. General duties include Windows/ChromeOS deployments, Active Directory computer management, imaging with Ivanti Landesk, troubleshooting firewall/proxy/antivirus issues, working with vendors, providing smart hands support, configuring local device settings for peripherals, supporting nearby offices, and being available for on-call, holiday, and occasional weekend support. The role requires the ability to travel to nearby campuses and physically lift and move technology hardware.

Requirements

Strong verbal and written communication skills.
Windows /ChromeOS deployments
Active Directory - Computer management
Imaging using Ivanti Landesk
Troubleshoot issues that may have been caused by firewall, proxy or antivirus software.
Work with vendors to help troubleshoot and resolve vendor supported applications
Smart hands for specific support towers
Citrix / Epic - local device setting configurations for signature pads, scanners, credit card machines
Support local nearby offices, flexibility for on-call/holiday and occasional weekend support, be able to travel to nearby campuses North Bergen, Central NJ campuses
Physically able to lift and move Enterprise and Client technology hardware in our customer environments

Responsibilities

Performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment and connected peripherals.
Low-to-moderate installation of IP phone handsets including network drops.
Using advanced tools and technical knowledge to remediate client problems and conduct scheduled installations.
Providing excellent customer service to a large end-user base, including VIPs, regarding computing functionality, questions, diagnostics, assistance, and consultations.
Ensuring customer satisfaction by advising customers on preventive maintenance and configurations.
Providing technical feedback on technical process issues to improve overall service delivery.
Ticket and workload management utilizing customer-provided ticketing system.
Coaching team members on proper ticket/workload management and adhering to internal processes.
Conducting quality checks on the team’s ticket management performance.
Addressing and remediating areas needing improvement, escalating when appropriate.
Backup for onsite supervisor.
Attending daily client meetings.
Ensuring team meets training and other administrative task deadlines.
Managing client escalations and providing continuous follow-ups until resolution.
Windows/ChromeOS deployments.
Active Directory - Computer management.
Imaging using Ivanti Landesk.
Troubleshooting issues caused by firewall, proxy, or antivirus software.
Working with vendors to troubleshoot and resolve vendor-supported applications.
Providing smart hands for specific support towers.
Citrix / Epic - local device setting configurations for signature pads, scanners, credit card machines.
Supporting local nearby offices.
Flexibility for on-call/holiday and occasional weekend support.
Traveling to nearby campuses (North Bergen, Central NJ).
Physically able to lift and move Enterprise and Client technology hardware.