Desktop Support Technician
About The Position
NTT DATA is hiring a Desktop Support Technician to provide Level II deskside and end-user support in Atlanta, Georgia. The role is responsible for day-to-day operation of technology applications and equipment, troubleshooting technical problems, assisting users, and ensuring requests are tracked and resolved within documented service levels. The technician may work with other IT teams to restore service and identify underlying problems, support technology refreshes, and help document process improvements, knowledge articles, and standard operating procedures. The position may require flexible shift and weekend scheduling, travel between client offices when necessary, and working on one’s feet for up to eight hours per day while lifting items up to 50 pounds. The hourly starting pay range is $27.02–$40.53, with potential incentive compensation. Benefits include medical, dental, and vision insurance, flexible spending or health savings accounts, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, and a 401(k) program with company match, along with additional voluntary or legally required benefits.
Requirements
- At least 4 years of experience in end-user support and desktop support.
- At least 4 years of experience with Windows operating systems, local and network installation, Internet Explorer, TCP/IP, DHCP, Device Manager, Registry Editor, User Manager, and/or administrator commands.
- Excellent presentation, verbal communication, and written communication skills.
- Ability to work on one’s feet for up to 8 hours per day and lift items up to 50 pounds.
- Flexibility to work shift and weekend schedules.
- Valid driver’s license and personal vehicle for travel between client offices if necessary.
Nice To Haves
- White Glove support or experience supporting VIPs.
- A+ certification is highly preferred.
Responsibilities
- Ensure the day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems.
- Provide deskside assistance and transfer how-to knowledge to end users on computer-related issues.
- Perform scheduled moves, installations, cancellations, and other MAC-related tasks.
- Provide Level II support with a high degree of customer satisfaction, technical knowledge, and timeliness; resolve issues or escalate and coordinate with other IT staff.
- Investigate technical issues by confirming the problem and seeking known solutions; escalate unresolved issues to management when appropriate.
- Use ServiceNow to track issues, ensure requests are ticketed, and follow up on tickets requiring additional work or calls.
- Ensure tickets are resolved within documented service levels.
- Coordinate with asset management, network services, software systems engineering, application development, and printer maintenance services to restore service or identify and correct core problems.
- Assist in developing and documenting process improvements, knowledge articles, and standard operating procedures.
- Provide technology refresh support as needed.
- Complete other tasks as assigned.
Benefits
- Medical insurance with an employer contribution
- Dental insurance with an employer contribution
- Vision insurance with an employer contribution
- Flexible spending account or health savings account
- Life and AD&D insurance
- Short- and long-term disability coverage
- Paid time off
- Employee assistance
- 401(k) program with company match
- Additional voluntary or legally required benefits
- Potential incentive compensation based on individual and/or company performance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
