Desktop Support Technician

NTT America • Corpus Christi, TX

361d

About The Position

We are currently seeking a Desktop Support Technician to join our team in Corpus Christi, Texas (US-TX), United States (US). This position will be a client-based position(s). Reliable transportation is required due to travel between nearby client site. The Desktop Support 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.

Requirements

• 2+ years desktop/technical support experience

Nice To Haves

• 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
• 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

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
• 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

What This Job Offers

• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Number of Employees: 5,001-10,000 employees