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Desktop Support Technician - Depot

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Date: Jun 5, 2021

Location: Austin, TX, US

Company: NTT DATA Services

This is an on-site support role that will be responsible for moving and setup of end user equipment, as well as needs to have the ability to follow written and/or verbal guidance to perform low-level configuration of desktop/notebook computer equipment. In addition, this position will be responsible for receiving initial inventory control of new equipment and parts received at the customer site (depot). 

Responsible for delivering and/or shipping parts to the Field Service Team and/or End User. Reports to On-site Delivery Lead.


Role Responsibilities:

  • Executes service delivery (IMAC, Break Fix, Desk Side Support) according to Client policies & procedures
  • Coordinates with end users on expectations and availability to conduct services
  • Performs troubleshooting, parts replacement, system upgrades, and basic deployments and repair on Client assets
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps
  • Uses advanced tools/technical knowledge to remediate client problems and conduct scheduled installations
  • Provides technical feedback on technical process issues to improve overall service delivery
  • Strives to meet Client service level agreements/objectives and customer satisfaction goals
  • Escalate to lead or according to Client service management processes on issues that impact a Client End User and/or entire operation at site
  • Basic installation and maintenance of technical products
  • Follows predefined procedures and task 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 Client site
  • Diagnoses and resolves product performance problems
  • Performs maintenance and repair services
  • Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance
  • Instructs customer in the operation and maintenance of the system



Basic Qualifications:

  • 1+ years’ work experience with desktop support, hardware, and/or iPhones, Androids 


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, but open to any
  • 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 difficult customer 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




Nearest Major Market: Austin

Job Segment: Technical Support, Technician, User Experience, Help Desk, Information Technology, Technology