Helpdesk Associate

Req ID: 223764 

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 Helpdesk Associate to join our team in DC, District of Columbia (US-DC), United States (US).

At NTT DATA, 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 and for the people who work here.
NTT DATA, Inc. currently seeks a “Help Desk Specialist” to join our team in Washington, DC.

The Help Desk Specialist is responsible for providing telephone, email, instant messaging chat, online, social media, and remote diagnostic technical support of desktops, portables, peripherals, printers, projectors, etc. and custom or off-the-shelf
software - industry or proprietary. Answer questions about installation, operating, configuration, customization, and usage of assigned products. Responsible for following defined policies and procedures. Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.
 

Responsibilities include:
 

• Handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in
• person, over the phone, or both.
• Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS
• and/or custom applications.
• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database
• to reflect the status and resolution of any user problems.
• Maintains records of contacts and system problem/resolution logs for trends analysis.
• Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups.
• Diagnoses causes of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware
• components.
• Performs preventive maintenance.
• Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections.
• Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant
• documentation, etc.
• Provides technical support for stand-alone and network printers, including high capacity, high-speed printers.
• Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as
• Microsoft Office.
• Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures
• This position is open to US citizens only and requires a Postion of Public Trust clearance to start.

Requirements:

• 6 months - 1 year of experience providing phone and/or in-person support
• 6 months - 1 year of experience with standard Windows OS applications and MS Office applications
• 6 months - 1 year of customer service experience
• US Citizen or Green Card required - Must be able to pass a government background check

Preferred Skills:

•  One (1) year of experience in customer/user service, either in person, over the phone, or both.
• One (1) year of experience with Microsoft Windows client or server operating systems.
• One (1) year of experience with commercial office automation software.
• One (1) year of experience in diagnosing and resolving PC and printer problems.
• One (1) year of experience working with client systems in a network environment, including the basic operation of network
• switches and cabling.

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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.