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Helpdesk Associate

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Date: Nov 9, 2022

Location: Norfolk, VA, US

Company: NTT DATA Services

Req ID: 215009

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 Help Desk Associate to join our team in  Norfolk, VA, USA.


Diagnoses and troubleshooting Level 1 and 2 problems encountered with personal computer hardware, software and peripherals.  Advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. 

Job Duties:

  • Answers the help desk line and responds to users’ requests regarding computer systems.
  • Acknowledges receipt of all user requests within defined service levels.
  • Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
  • Maintains user information and documentation.
  • Participates in ensuring that client requests via the ticketing system are managed to closure.
  • Delivers results in support of achieving the organization’s service level agreements.
  • Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems.
  • Prioritizes work based on time and complexity requirements.
  • Exercises sensitivity to due process and proper pacing.
  • Routes clients when appropriate to proper support queues.
  • May identify opportunities for process improvements that contribute to the achievement of business metric goals.
  • Solves problems consistently and completely with minimum supervision.
  • Engages the required resources to ensure the client expectation is exceeded in a timely manner.


Basic Qualifications:

  • Minimum of 2 years of experience diagnosing and troubleshooting problems encountered with personal computer hardware, software and peripherals, and advising and assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology.
  • High School Diploma or equivalent
  • Must have a valid Security+ Certification 
  • Must have and maintain a Public Trust Clearance or higher clearance

Preferred Qualifications:

  • Undergraduate degree or some college coursework preferred


Candidates for this position will be required to adhere to NTT DATA’s and its clients’ COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.


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: Hampton Roads

Job Segment: Help Desk, Information Technology, Cloud, Consulting, Application Developer, Technology