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Desktop Support Technician

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Date: Jun 25, 2022

Location: Canton, MA, US

Company: NTT DATA Services

Req ID: 188936 

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 Technician to join our team in Canton, Massachusetts (US-MA), United States (US).

The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc.  This role combines strong technical skills with an emphasis on delivery high level of customer service.

 

This position will be a Client based position.

 

**This role requires working onsite daily at our client's facility and requires employee to be fully vaccinated on or before start date, to the extent required by applicable law.

 

Role Responsibilities

  • Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.  
  • Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
  • Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps.
  • Strives to meet all Client SLAs & Customer Satisfaction Goals.
  • Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
  • When required – provides onsite shadowing to Dell Program Field Service Team.
  • Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
  • Basic installation and maintenance of technical products.
  • Follows predefined procedures and tasks 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 customer sites.
  • Diagnoses and resolves product performance problems.
  • Performs maintenance and repair services.
  • Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
  • Instructs customers in the operation and maintenance of the system.
  • May respond to calls after normal business hours per leader instructions.


 

Basic Qualifications

  • 2+ years desktop/technical support experience


 

Additional skills

  • A+ Certification
  • Undergraduate degree or some college coursework preferred.
  • Must have a proven customer service background
  • Knowledgeable of Windows Operating System environment
  • Must be able to comprehend and follow verbal and written technical instructions and scripts
  • Good verbal and written communication skills
  • Physically able to lift and move Enterprise and Client technology hardware in our customer environments
  • Excellent interpersonal skills and ability to work collaboratively in a team environment
  • Strong client service skills
  • Troubleshooting skills

 

 

#INDICS

 

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.


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