Field Services Technician

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 [[Field Services Technician]] to join our team in [[Lemont]], [[IL]], [[USA]].

Argonne Field Services Technician Job Description

Job Responsibilities Include

The primary responsibility of the Field Services Technician is to provide Deskside end-user support and service request support. IT Support will require in-depth knowledge of PC and Mac Hardware, Desktop & Laptop Operating Systems & settings, printer diagnosis and repair, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required. The desktop technician is the principal owner of the service request and the customer’s overall satisfaction. Work is managed and tracked through ServiceNow and measured through Service Levels. The Field Service Technician Analyst is the principal owner of the service request and the customer’s overall satisfaction.

Field Services Technician job duties: 

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
• Demonstrated solid working knowledge of PC operations, including hardware, operating systems, and network settings
• Troubleshoot the system problem and complete repair promptly and efficiently, ensuring minimal recurrence of the problem. 
• Effectively use remote assistant tools, knowledge base, and other tools to diagnose appropriately and wherever available to repair customer issues within target time limits.
• Provide the customer with regular communication regarding the status of repair/installation, including notification when repairs are complete.
• Appropriately document all required information in the call tracking system.
• Escalate the service request to the appropriate IT support for resolution if a problem cannot be handled within provided time constraints.
• Partner with team members to communicate new solutions and assist other technicians when call volume is low
• Contribute to the knowledgebase through research of articles, and training courses attended on the job learning, etc.
• Contribute to the knowledgebase through research of articles, and training courses attended on the job learning, etc.
• Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.
• Experience with ITSM, Ticket Management, and ITSM tools such as ServiceNow or equivalent 

Required Qualifications:

Argonne is a highly complex environment, and as such, a minimum level of experience for any junior position should be equal to or greater than the following:

• Candidate shall present minimum skill/qualification level at interview.
• 3+ years of documented IT Service experience in an enterprise environment and a minimum of a bachelor’s degree in a relevant area of study. 
• 3+ years of PC support experience, diagnostic/troubleshooting, equipment repair, and software installation and upgrades
• 3+ years of administrative knowledge of Microsoft Active Directory, Exchange, and System Center Configuration Manager (SCCM) 

*Certifications or experience may be accepted instead of a college degree.

Desired Qualification: 

• IT Certifications: Microsoft, Linux, RedHat, Apple, or equivalent  
• CompTIA IT-related certification or equal or ability to attain within three months of your hire date 
• Experience supporting Windows, IOS, and Linux operating systems
• Experience with Incident Management Processes
• Experience with ITSM, Ticket Management, and ITSM tools such as ServiceNow or equivalent 
• Proven ability to perform Information Processing and involve a range of hardware/software solutions
• Concentrated, hands-on experience in installing, diagnosing problems, and training customers in the use of software and hardware
• Sound technical, analytical, problem-solving, communication, and customer service skills.

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

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.