Desktop Support Technician

NTT DATA•Mahwah, NJ

About The Position

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 Possess excellent presentation, verbal communication and written skills Provide technology refresh support as needed All other tasks as assigned

Requirements

3+ years of experience with end user support & desktop support
3+ years of experience with Windows operating system
Able to work on feet for up to 8 hours per day and lift items up to 50 lbs
Must be flexible to work shift/weekend schedule
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
A+ Certification Highly Preferred

Responsibilities

Identifying, researching and resolving technical problems
Provide deskside assistance to resolve technology issues
Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks
Provide quality level II support for users
Solve technical issues and/or investigate elevated issues
Utilize ServiceNow for issue tracking
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