Desktop Support Technician
About The Position
NTT DATA is currently seeking a Desktop Support Technician to join their team in Alpharetta, Georgia. This is an on-site, client-based role, and only candidates local to Alpharetta, GA will be considered. The technician will be responsible for ensuring the proper day-to-day operation of technology applications and equipment, providing deskside assistance, performing MAC-related tasks, and offering level II support to end users with a high degree of customer satisfaction, technical knowledge, and timeliness. The role involves solving technical issues, investigating elevated issues, and escalating them when necessary. The technician will utilize ServiceNow for issue tracking, ensuring all tickets are resolved within documented service levels and interacting with various IT teams to restore service. Additionally, the role includes assisting in process improvements, documenting KAs and SOPs, providing technology refresh support, and performing other assigned tasks.
Requirements
- 2+ years of experience with end user support & desktop support
- 2+ years of experience with Windows operating system
- Must have a valid driver’s license and personal vehicle for travel between client offices if necessary
Nice To Haves
- White Glove support or experience supporting VIPS is a plus
- Able to work on feet for up to 8 hours per day and lift items up to 50 lbs
- A+ Certification Highly Preferred
- Must be flexible to work shift/weekend schedule
Responsibilities
- Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems
- Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues
- Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks
- Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
- Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management
- Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention
- Ensure all tickets are resolved within documented service levels
- Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem
- Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs
- Provide technology refresh support as needed
- All other tasks as assigned
Benefits
- medical, dental, and vision insurance with an employer contribution
- flexible spending or health savings account
- life and AD&D insurance
- short and long term disability coverage
- paid time off
- employee assistance
- participation in a 401k program with company match
- additional voluntary or legally-required benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
