Deskside Support Technician

Req ID: 389490 

NTT DATA 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 Deskside Support Technician to join our team in Alpharetta, Georgia (US-GA), United States (US).

This role is on-site at our client location in Alpharetta, GA. Only local candidates will be considered.

Role Responsibilities:

• Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems
• Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues
• Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks
• Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
•  Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management
•  Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention
•  Ensure all tickets are resolved within documented service levels
•  Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem
• Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs
• Possess excellent presentation, verbal communication and written skills
• Provide technology refresh support as needed
•  All other tasks as assigned
   

Basic Qualifications

• 4+ years of experience with end user support & desktop support
• 4+ years of experience with Windows operating system, local/network installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager and/or Admin Commands

Additional Skills

• White Glove support or experience supporting VIPS is a plus
• Able to work on feet for up to 8 hours per day and lift items up to 50 lbs
• A+ Certification Highly Preferred