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Helpdesk Specialist Tier 1

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Date: Jan 18, 2019

Location: Bethesda, MD, US

Company: NTT DATA Services

Req ID: 34144 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Helpdesk Specialist Tier 1 to join our team in Bethesda, Maryland (US-MD), United States (US).



General Skills

  • Serves as the Tier One Support for the Client IT computer using community.
  • Responds to customers via phone and web support channels.
  • Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
  • Records all activities within ServiceNow system and documents cases thoroughly and accurately in real time. Documents knowledge records in the Client IT Knowledge Tool related to Tier one support.
  • Follow quality control workflow to ensure proper documentation and quality of case handling.
  • Service Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans.
  • Must coordinate communications channels during major incidents and record problem investigations in the ServiceNow tracking system in a timely fashion.


Basic Qualifications 

  • 1-3 year of experience supporting a high-volume call center/service desk
  • 1-3 year of experience providing high level customer service over the phone
  • 1-3 year of experience in an IT environment
  • 1-3 year of experience managing / coaching staff in a Service Desk environment
  • 1-3 year of experience Call Queue Management
  • Proficiency in ServiceNow ticketing system, Windows 7, Microsoft Office 2010-2013, SharePoint, GoTo Assist, Active Directory, and
  • MAAS 360
  • Excellent verbal and written communication skills
  • Strong customer service attitude
  • Able to multitask and meet project deliverables 



  • High School Diploma
  • HDI Certification required within 45 days.


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




Nearest Major Market: Washington DC

Job Segment: Consulting, Developer, Help Desk, Information Technology, Sharepoint, Technology