SCA Computer Operator I

NTT DATA Services•Batavia, IL

1d•Onsite

About The Position

NTT DATA is seeking a Service Desk Analyst to join their team. The primary responsibility of this role is to provide end-user Incident & Service Request support via phone, email, chat, and walk-up. This support requires in-depth knowledge of PC and Mac Hardware, Desktop & Laptop Operating Systems, enterprise application administration & settings, high-level printer familiarity, and networking functionality and support. Additionally, intermediate knowledge of end-user applications is required. Work is managed and tracked through ServiceNow and measured through Service Levels. The Service Desk Analyst is the principal owner of the service request as well as the customer’s overall satisfaction.

Requirements

1+ years documented IT Service experience in an enterprise environment and a minimum of a bachelor’s degree in a relevant area of study.
1+ years of progressive experience in the field of Information Technology, Service Desk Support, Provide Tier I system administration, contact and incident resolution for hardware, software, and applications.

Nice To Haves

IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux,
CompTIA IT related certification or equivalent or ability to attain within 3 months of your hire date
DoD 8140 Security Certification
ITIL v4 certification or ability to attain within 3 months of your hire date
Administrative knowledge of Microsoft Active Directory and Exchange
Experience with Service Desk Incident Management Processes
Experience with ITSM tools such as ServiceNow or equivalent
Proven ability to perform Information Processing and involve a range of hardware/software solutions
Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware
Excellent knowledge of technical management, information analysis, and of computer hardware/software systems
Certifications or experience may be accepted in lieu of college degree.

Responsibilities

Development, document and maintenance of knowledge base for incident resolution and request fulfillment using ServiceNow or equivalent.
Provide Tier I contact and incident resolution to customers with hardware, software, and application problems.
Create and manage user accounts, schedule video teleconferences, create / maintain program distribution list and provide remote troubleshooting support to customers.
Installation, maintenance, deployment of enterprise-wide software and assist with fine-tuning system performance.
Provide input and update to standard operating procedures.
Participate in organizations change management process.
Provide excellent customer service.
Participate in after hour and weekend on-call rotation shifts.
Contribute to the knowledgebase through research of articles, training courses attended on the job learning, etc.
Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.