Desktop Support Technician

Req ID: 284997 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Desktop Support Technician to join our team in Abilene, Texas (US-TX), United States (US).

The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc.  This role combines strong technical skills with an emphasis on delivery high level of customer service.

This position will be a client based position. Reliable transportation is required due to travel between client sites.

Role Responsibilities

• Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.  
• Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
• Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps.
• Strives to meet all Client SLAs & Customer Satisfaction Goals.
• Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
• Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
• Basic installation and maintenance of technical products.
• Follows predefined procedures and tasks in everyday activities.
• Work is regularly reviewed by a more senior level technical specialist.
• Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
• Installs, maintains and optimizes desktop /notebook configurations at customer sites.
• Diagnoses and resolves product performance problems.
• Performs maintenance and repair services.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
• Instructs customers in the operation and maintenance of the system.

Basic Qualifications

• 2+ years desktop/technical support experience

Highly Preferred Skills:

• Experience in servicing/deploying computer equipment
• Helpdesk experience preferred, alongside proven customer service background
• Basic networking administration skills; L1 or L2 is a plus. 
• ServiceNow ticketing system
• SCCM knowledge
• Individual will be knowledgeable of Windows operating system environment
• Able to comprehend and follow verbal and written technical instructions and scripts
• Qualified resources should have A+ certification or equivalent skill set, basic Windows troubleshooting will be involved
• Certification in various hardware platforms may optionally be required for servicing hardware issues

• Individual must have the ability to receive calls during the normal business day and after hours
• Physically be able to lift and move Enterprise and Client technology hardware in Client environment
• Excellent verbal and written communication skills with emphasis in customer services, including experience handling executives, difficult customers and conflict resolution
• Excellent interpersonal skills and ability to work collaboratively in a team environment
• Ability to respond to night and weekend onsite work as requested, and work overtime as requested
• Ability to drive own car to other locations

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.