Tier 2 Help Desk Analyst

Req ID: 305082 

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 2 Help Desk Analyst to join our team in Alexandria, Virginia (US-VA), United States (US).

The Tier 2 Help Desk Analyst provides advanced technical support to users in a federal government environment. This role requires in-depth knowledge of IT systems and applications, as well as strong analytical and problem-solving skills. The analyst will handle complex issues escalated from Tier 1, providing deskside support, remote support, and on-site support at customer locations.

Responsibilities:

• Provide advanced technical support for workstation issues, including diagnosis, remediation, application installation/configuration/removal, and performance analysis/tuning.
• Respond to escalated tickets from Tier 1 and provide timely and effective resolution.
• Perform deskside support, remote support, and on-site support at customer locations.
• Image and re-image workstations.
• Escalate complex issues to the eBusiness team as needed and consult with manufacturers for specialized support.
• Manage mobile devices, including provisioning, resetting, and remote wiping.
• Provide printer support, including setup, toner/parts replacement, queue setup, and diagnosis/remediation.
• Perform root cause analysis for recurring issues.
• Manage Active Directory accounts and permissions.
• Provide support for email, meeting rooms, video teleconferencing, moves, and large data moves.
• Maintain accurate documentation of all incidents and requests.
• Adhere to all security policies and procedures.
• Diagnosis and remediation of hardware and software issues, password resets, application installation/configuration/removal, performance tuning.
• Providing support for email, meeting rooms, video teleconferencing, moves, and large data moves

Qualifications:

• Bachelor's degree and 1 year of experience in an IT support role, or Associate's degree and 3 years of experience.

• 3 years of experience workstation patching/testing experience.

• 3 years of experience with CRM/ticketing/ACD systems

• 3 years of experience Release and Knowledge management experience.
• Must be a US citizen or Green Card Holder
• Must currently reside in the Metro-DC area

Desired Skills:

• CompTIA A+ and Network+ certifications
• ITIL v4 Foundation certification.

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About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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