Deskside PC & Mac Support Pro

NTT DATA, Inc.

Batavia (IL)

On-site

USD 66,000 - 100,000

Full time

4 days ago

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Benefits offered by this job

Medical/Dental/Vision

401k with match

Paid time off

Job summary

NTT DATA Services in Batavia, Illinois is seeking a SCA Personal Computer Support Technician to provide Deskside end-user support and service request handling for PC and Mac hardware, operating systems, printers, and network settings. You will support the Desktop Support Team and interact directly with customers to restore service quickly.

The role requires at least 3 years in IT service and PC/Mac OS support, with certifications such as CompTIA A+, Microsoft or Apple.

Qualifications

Minimum 3 years of IT service experience.
Minimum 3 years of PC & MAC OS support, diagnostic/troubleshooting and repair.
Minimum 3 years of experience with equipment, software installation and upgrades.

Responsibilities

Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework).
If unable to repair on initial visit, validate the user’s problem and provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate and wherever available in the repair customer issues within target time limits.
Provide customer with regular communication regarding status of repair/install including notification when repairs are complete.
Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.
Appropriately document all required information into the call tracking system.
Complete site-specific preventative maintenance checklist.
Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
Meet required productivity expectations, including Technology Services metrics.
Meet all performance service level targets.
Make every attempt, when appropriate, to resolve service requests remotely.
Partner with team members to communicate new solutions and assist other technicians when call volume is low.
Demonstrated including a solid working knowledge of PC operations including hardware, operating systems, and network settings.
Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.
CompTIA A+ or equivalent or ability to attain within 3 months of your hire date