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Desktop Support Technician - Travel

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Date: Jul 28, 2022

Location: Phoenix, AZ, US

Company: NTT DATA Services

Principal Duties and 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 troubleshooting, 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.
  • Utilizes advanced tools / technical knowledge to remediate customer problems and conduct scheduled installs.
  • Strives to meet all Client SLAs & Customer Satisfaction Goals.
  • Escalate to Field Services Management on issues that impact the entire operation at a given site
  • Provides technical feedback to Level 1 Service Desk and Level 2 Field Service on technical / process issues that be used to improve overall service delivery.  
  • 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.

This position will require up to 90% travel to various NTT Data Client sites across the U.S.   

 

**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
  • IMAC and A/V experience
  • 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

 


Nearest Major Market: Phoenix

Job Segment: Technical Support, User Experience, Technician, Technology