Desktop Support Technician

NTT DATA Services • McKinney, TX

3d • Onsite

About The Position

NTT DATA is hiring a Desktop Support Technician to provide onsite end-user support at a client’s manufacturing site in McKinney, Texas. The technician owns support issues through resolution, troubleshoots and repairs user devices, and works to meet service levels by updating and resolving tickets promptly. The work is predominantly routine, though it may require discretion and independent judgment for non-routine matters. The technician may also recommend policy changes, serve as an escalation point for less experienced team members, respond to calls after normal business hours as directed, and travel locally to nearby client campuses.

Requirements

• At least 3 years of desktop support experience.
• Experience in a Windows operating system environment.
• Experience working with ticketing systems such as ServiceNow or comparable systems.
• Ability to physically perform general office requirements, including lifting 50 pounds or more.
• Ability to perform essential responsibilities with or without reasonable accommodations.

Nice To Haves

• A+ desktop certification or equivalent skill set is highly recommended.
• Excellent customer and client service skills, with active communication.
• Verbal and written communication skills emphasizing customer service, including experience handling challenging situations and resolving conflicts.
• Ability to follow up with clients to ensure high satisfaction with issue resolution.
• Ability to multitask in a dynamic, fast-paced environment.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively and independently and take initiative to identify, track, and resolve issues.
• Excellent hands-on troubleshooting skills.

Responsibilities

• Provide onsite support to end users at the client’s manufacturing site.
• Own tickets and support issues through resolution.
• Troubleshoot, replace parts, upgrade, deploy, and repair desktops, notebooks, and printers.
• Identify potential issues that could adversely affect the end-user experience and take corrective action.
• Update and resolve tickets in a timely manner to achieve service levels.
• Respond to calls after normal business hours when instructed by a leader.
• Make policy recommendations to managers and act as an escalation point for less experienced team members.
• Travel locally to nearby client virtual campuses as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed