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Help Desk Specialist

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Date: Nov 11, 2020

Location: Washington DC, DC, US

Company: NTT DATA Services

Req ID: 103924 

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

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 send/receive replacement computers/parts and update 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/replace/adjust 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 the position of Public Trust clearance to start.

 

Basic Qualifications:

  • 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

 

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.
  • US Citizen or Green Card required

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 will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.


Nearest Major Market: Washington DC

Job Segment: Consulting, Help Desk, Information Technology, Database, Cloud, Technology