IT Desktop support Specialist

NTT DATA Services•Batavia, IL

6d•$66,476 - $99,858•Onsite

About The Position

The primary responsibility of the Computer Support Technician is to provide Deskside end-user support and service request support to both the customer and the Desktop Support Team. Support will require in-depth knowledge of PC and Mac Hardware, Desktop & Laptop Operating Systems & settings, printer diagnosis and repair, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required.

Requirements

Demonstrated including a solid working knowledge of PC operations including hardware, operating systems, and network settings
CompTIA A+ or equivalent or ability to attain within 3 months of your hire date
Minimum 3 years of IT Service Experience
Minimum 3 years of PC & MAC OS support experience, diagnostic/troubleshooting, and repair.
Minimum 3 years of experience with equipment, software installation and upgrades

Nice To Haves

IT Certifications to include CompTIA, Microsoft, or Apple Certifications

Responsibilities

Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded
Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework)
If unable to repair on initial visit, validate the user’s problem and provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired
Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate and wherever available in the repair customer issues within target time limits
Provide customer with regular communication regarding status of repair/install including notification when repairs are complete
Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.
Appropriately document all required information into the call tracking system
Complete site-specific preventative maintenance checklist
Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints
Meet required productivity expectations, including Technology Services metrics
Meet all performance service level targets
Make every attempt, when appropriate, to resolve service requests remotely.
Partner with team members to communicate new solutions and assist other technicians when call volume is low
Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.