24/7 Service Desk Associate - Troubleshooting & Escalations

NTT Global Data Centers Americas, Inc.; Ashburn (VA); On-site; USD 5,081,000 - 6,603,000; Full time

Benefits offered by this job

Annual bonus

Paid time-off

Medical, dental, and vision benefits

Life and disability insurance

401k retirement plan

Job summary

NTT Global Data Centers Americas, Inc. is seeking a Service Desk / Desktop Support professional to provide 24x7x365 user support, troubleshoot hardware, software, and network issues, and escalate incidents as needed.

You’ll document steps, coordinate with vendors, and mentor junior technicians in a fast-paced data center environment. The role requires a High School diploma or GED, 3+ years of experience, and IT certifications (A+/Network+ a plus).

Qualifications

• High school diploma or GED required.
• Associate degree or technical training preferred.
• Minimum of 3 years experience in a similar role.
• A+ and/or Network+ certification a plus.

Responsibilities

• Answers company operator calls and directs them to the appropriate person.
• Troubleshoots and manages hardware, software or network problems with users.
• Records required customer and problem information with journal entries.
• Elevates complex incidents to appropriate personnel for resolution.
• Verifies solutions with users via verbal or email follow-up.
• Provides desktop support including imaging, printer support, and user account administration.
• Coordinates with third-party vendors for end-user support.
• Performs software, hardware and firmware upgrades as necessary.
• Documents steps taken to resolve incidents.
• Assists in asset lifecycle management and inventory control.
• Maintains printer and copier supplies.
• Performs initial investigation of system and network issues to determine root cause.
• Handles cell phone provisioning and BYOD policies.
• Documents support procedures and participates in training of technicians.
• Manages desktop software licenses and inventory.

Skills

Customer service

Troubleshooting

Incident escalation

Documentation

Teamwork

Flexibility

Fast-paced environment

Communication skills

Typing 35 wpm

PC hardware knowledge

Education

High school diploma or GED

Associate degree or technical training

Job description

NTT Global Data Centers Americas, Inc. is seeking a Service Desk / Desktop Support professional to provide 24x7x365 user support, troubleshoot hardware, software, and network issues, and escalate incidents as needed.

You’ll document steps, coordinate with vendors, and mentor junior technicians in a fast-paced data center environment. The role requires a High School diploma or GED, 3+ years of experience, and IT certifications (A+/Network+ a plus).