Desktop Support Technician

Req ID: 282997 

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 Waco, Texas (US-TX), United States (US).

***This will be a Client based position and requires reliable transportation to visit satellite offices in the Waco vicinity on occasion. 

Role Responsibilities

• Dedicated and specialized Senior Desktop Technicians able to resolve complex multi-OEM computing issues
• Provide Level 1-3 support, including some server side and Active Directory maintenance, setting up video conferencing platforms with little to no notice and coordinating connectivity on mobile devices for Executive / VIP end users
• Provide support to multiple End User Computing Devices (Laptops, Desktops, Printers, Mobile Devices, etc.)
• Provide white glove support to the Client Administration -- not just resolving problems, but informing end users about ticket status, progress, and resolution
• Comprehensive knowledge of Microsoft Products
• OEM & Apple Certification a plus
• Proficient in Apple IOS mobile device support
• Ensures the technology offerings are kept up to date and rotated accordingly
• Handles support calls for different technologies
• Maintains onsite parts & whole unit exchanges (WUE) to increase compute time where available
• Serves as a technology expert on current supported devices as well as future options
• Serves as a subject matter expert for home and office solutions
• Maintains professionalism and customer service to work with all levels of staff

• Creates training documents and updates to be used by the customers based on questions raised
• Tests and evaluates products and solutions which may enhance the client’s efficiency and productivity
• Daily VIP rounding and activity planning
• Ticket management and problem resolution

Basic Qualifications:

• 3+ years desktop/technical support experience
   

Highly Preferred Skills:

• Experience in servicing/deploying computer equipment
• Executive support experience preferred, alongside proven customer service background
• Basic networking administration skills; L1 or L2 is a plus 
• ServiceNow ticketing system, but open to any
• SCCM knowledge
• Individual will be knowledgeable of Windows operating system environment
• Able to comprehend and follow verbal and written technical instructions and scripts
• Qualified resources should have A+ certification or equivalent skill set, basic Windows troubleshooting will be involved
• Certification in various hardware platforms may optionally be required for servicing hardware issues

• Individual must have the ability to receive calls during the normal business day and after hours
• Physically be able to lift and move Enterprise and Client technology hardware in Client environment
• Excellent verbal and written communication skills with emphasis in customer service, including experience handling executives, VIPs, frustrated customers, and conflict resolution
• Excellent interpersonal skills and ability to work collaboratively in a team environment
• Ability to respond to night and weekend onsite work as requested, and work overtime as requested
• Ability to drive own car to other locations

#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.