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Field Tech Senior Associate

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Date: Sep 18, 2022

Location: Austin, TX, US

Company: NTT DATA Services

 Req ID: 203665 


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 Analyst o join our team in Austin, Texas (US-TX), United States (US).

The Desktop Support Analyst (Field Technician) will work with a fast-paced global leader in IT Services, helping to ensure our client’s IT support needs are professionally addressed, and that disruptions to their systems’ performance are quickly and efficiently resolved.  This role combines strong technical skills with an emphasis on high level delivery of customer service.
***This is an onsite role with a work location at I-35 and 183.  Position requires reliable transportation to visit satellite offices in the Austin vicinity on occasion.


Job Responsibilities:
- Delivery of IMAC (Install, Move, Add, Change/Delete), Break-Fix, and Deskside support according to NTT DATA and client’s policies and procedures
- Perform troubleshooting, parts replacement, system upgrades, and basic deployments and repair on Client assets
- Coordinate with end users on expectations and availability to conduct services
- Identify potential issues that could adversely impact End User experience and follow through on action steps
- Use advanced tools/technical knowledge to remediate client problems and conduct scheduled installations
- Provide technical feedback on technical process issues to improve overall service delivery
- Strive to meet Client service level agreements/objectives and customer satisfaction goals
- Escalate to lead or manager 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
- Follow predefined procedures in everyday activities
- Work is regularly reviewed by a technical lead or manager
- Review, troubleshoot, and approve operational quality desktops, notebooks, printers, and associated peripherals
- Install, maintain, and optimize desktop/notebook configurations at Client site
- Diagnose and resolve product performance problem
- Perform maintenance and repair services
- Ensure customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance
- Instruct customer in the operation and maintenance of IT systems


Basic Requirements:
- 2+ years of experience providing desktop/technical support experience
- Experience with Windows troubleshooting
- Experience supporting and resolving conflicts for executives, VIPs, or frustrated customers
- Physical ability to lift and move Enterprise and Client technology hardware up to 50 lbs in a Client environment


- Services/Consulting industry experience working in a customer facing role
- A+ Certification
- Experience servicing/deploying computer equipment
- Executive support experience
- Experience with ServiceNow (or similar ticketing systmes) for incident and request tickets





About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.


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.

Nearest Major Market: Austin

Job Segment: Technical Support, Consulting, User Experience, Technology