Associate Service Desk Technician

NTT Global Data Centers; Ashburn (VA); On-site; USD 50,558,000 - 137,338,000; Full time

Benefits offered by this job

Annual bonus

Paid time off

Medical, dental, and vision benefits

Life insurance

Disability insurance

401k retirement plan

Remote stipend

Job summary

NTT Global Data Centers is seeking a technical support specialist to assist customers with computer hardware and software. You will handle inquiries, troubleshoot basic issues, and document actions taken to resolve incidents.

The role requires high school completion, 1+ year of experience, and strong customer service skills. Expect a fast-paced environment with potential for shift-work and on-site duties in a data center setting.

Qualifications

• High school diploma or equivalent required.
• Associate degree or technical training preferred.
• Minimum 1 year of experience required.
• A+ certification is a plus.

Responsibilities

• Answers operator calls and directs them to the appropriate person.
• Troubleshoots simple hardware, software or network problems with users.
• Records required customer and problem information for logging.

Skills

Customer service

MS Office

Fast-paced environment

Independent work

Flexible schedules

Teamwork

Typing 35 wpm

PC hardware & networking

Education

High school diploma

Associate degree / technical training preferred

1+ year experience

A+ certification a bonus

Job description

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

Provides technical support for customers in the use of computer hardware and software. Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

What we are looking for

POSITION SUMMARY: BASIC FUNCTION

Provides technical support for customers in the use of computer hardware and software. Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Answers company operator calls and direct them to the appropriate person.
• Takes initial telephone or email inquiries and troubleshoot and manage relatively simple hardware, software or network problems with users.
• Records required customer and problem information, updating records with appropriate journal entries of activities.
• Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
• Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up.
• Reviews event monitoring tools and ticket queue to help resolve operations tickets.
• Thoroughly documents steps taken to resolve incidents.
• Maintain printer and copier supplies.
• Performs desktop software license management and inventory control.
• Assists in setting up new user profiles, PC’s/laptops/phones.
• Perform software, hardware and firmware upgrades as necessary.
• Perform account terminations based on documented processes.
• Assists in the management of asset lifecyle activities.
• Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Strong customer service and interpersonal communication skills. Dedication to customer satisfaction.
• Proficient with MS Office Suite (Word, Excel, PowerPoint, Project).
• Ability to work in a fast-paced environment.
• Proven ability to work independently.
• Ability to accommodate flexible work schedules.
• Ability to work in a team environment.
• Type a minimum of 35 wpm.
• Technical knowledge of PC Hardware, operating systems, and networking.

EDUCATION & EXPERIENCE

• High school diploma required.
• Associate degree or technical training school preferred.
• Minimum 1 years of experience required.
• A+ certification a plus.

PHYSICAL REQUIREMENTS

• Able to climb ladders and work on raised platforms.
• Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
• Ability to work in confined spaces.
• Requires ability to lift and carry objects weighing up to 50 pounds.
• Requires the ability to kneel, stand, walk great distances, climb stairs/ladders.
• Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.

WORK CONDITIONS

• Typical data center environment with varying temperatures and loud noises.
• Work on site; no telecommuting.

SPECIAL REQUIREMENTS

• Requires availability 24/7/365 potentially on a rotational schedule.
• Must be able to work late nights, holidays and weekends.
• Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
• "A valid driver's license is required as employees will need to support tasks in nearby buildings and utilize company vehicles to complete assignments."

Compensation Pay Range

For roles residing in the US, we share pay and benefit levels to support pay transparency requirements. For other countries, we are more than happy to share our competitive pay and benefit levels during the interview process.

This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is:

$36.88 - $47.93

All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.

Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.

NTT Global Data Centers is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.