Tier 1 Help Desk Analyst

Req ID: 354565 

NTT DATA 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 Tier 1 Help Desk Analyst to join our team in Alexandria, Virginia (US-VA), United States (US).

Job Summary:

NTT DATA is seeking a Tier 1 Help Desk Support Specialist. This role provides exceptional customer service and technical support for a diverse computing environment consisting of approximately Intel-based PCs and Apple workstations, as well as several custom business applications. The specialist will diagnose and resolve routine technical issues, escalating complex problems to Tier 2 support or specialized teams as needed. This position requires strong communication skills, a customer-centric approach, and the ability to work effectively in a fast-paced environment.

Job Duties:

• Provide first-level technical support via phone, in-person (walk-in), and other communication channels (e.g., email, chat).  Greet customers professionally and courteously, actively listening to their issues and concerns.
• Diagnose and resolve common technical issues such as Password resets and account unlocks.
• Basic workstation remediation (e.g., restarts, software troubleshooting).
• Application installation and basic troubleshooting.
• Hardware troubleshooting and basic remediation.
• Accurately document and escalate complex or unresolved issues to Tier 2 support, the E-business team, or other appropriate teams, ensuring a seamless handoff and minimizing downtime for the end-user.
• Log and track all support requests in the CRM/ticketing system (e.g., ACD system), meticulously documenting the issue, troubleshooting steps taken, and resolution.  Adhere to incident management procedures and SLAs.
• Process and fulfill standard service requests, such as software installations, account creations, and access requests.
• Provide basic support for mobile devices (e.g., setup, configuration, troubleshooting connectivity issues).
• Knowledge Management: Contribute to the knowledge base by documenting solutions to common problems and updating existing documentation as needed.
• Workstation Management: Assist with workstation patching, testing, and other desktop engineering tasks as directed.

Basic Qualifications:

• High School Diploma or equivalent
• Minimum 2 years of professional experience
• Ability to obtain a Public Trust Clearance

Preferred Qualifications:

• A+ Certification or other relevant technical certifications
• ITIL v4 Foundations or equivalent 

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.