Deskside Support Lead Technician

NTT DATA North America; Edison (NJ); On-site; USD 37,195 - 51,177; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

FSA/HSA

Life & AD&D

Disability insurance

PTO

Employee assistance program

401(k) match

Job summary

NTT DATA North America is seeking a Deskside Support Lead Technician to join the Edison, NJ team. This on-site role requires daily presence at the client facility and involves leading a small team, handling escalations, and coordinating with stakeholders.

The position emphasizes strong communication, ticket management, and hands-on desktop support across Windows/ChromeOS, AD, and imaging platforms. Travel to nearby campuses may be required, with salary ranging from $27/hr to $37.15/hr.

Qualifications

• Must have excellent customer service and communication skills.
• Experience managing a ticket queue and coordinating with a team.
• Onsite desktop and peripherals repair experience.
• Experience supporting VIPs onsite.

Responsibilities

• Perform managed client services including IMAC, Break Fix, and Desk Side Support.
• Configure and repair desktop/notebook hardware; install IP phones and network drops.
• Provide on-site and remote support to a large end-user base, including VIPs.
• Advise on preventive maintenance and configurations that impact performance.
• Manage tickets and coach teammates; perform quality checks.
• Act as backup onsite supervisor; attend daily client meetings.
• Handle escalations and ensure follow-up until resolution.
• Support local offices and travel to nearby campuses when needed.
• Physically lift and move Enterprise hardware.

Skills

Customer service

Ticketing

Desktop support

VIP support

End-user training

Tools

Ivanti Landesk

Active Directory

Citrix

Job description

Deskside Support Lead Technician – Edison, New Jersey (US-NJ)

Must work onsite daily at the client’s facility and receive a flu vaccination on or before the start date, as required by applicable law.

Eligible for company benefits including medical, dental, vision, flexible spending or health savings account, life and AD&D insurance, short and long-term disability, paid time off, employee assistance, 401(k) with company match, and other voluntary or legally-required benefits.

Responsibilities

• Perform various managed client services for a strategic customer, including IMAC, Break Fix, Desk Side Support, etc.
• Moderate-to-complicated configuration and repair of desktop/notebook computer equipment and connected peripherals; low-to-moderate installation of IP phone handsets, network drops, and advanced tools for troubleshooting.
• Provide excellent customer service to a large end‑user base, including VIPs onsite, via in‑person, phone, email, and video conferences.
• Advise customers on preventive maintenance and configurations that may impact performance; provide technical feedback on process issues to improve service delivery.
• Manage ticketing workload using the customer’s ticketing system; coach team members on ticket and workload management, conduct quality checks, and address improvement areas.
• Act as backup for the onsite supervisor, attend daily client meetings, and ensure the team meets training and administrative deadlines.
• Manage client escalations and provide continuous follow‑up until resolution.
• Strong verbal and written communication skills.
• General duties include:
  • Windows/ChromeOS deployments
  • Active Directory computer management
  • Imaging with Ivanti Landesk
  • Troubleshoot issues caused by firewall, proxy, or antivirus software
  • Work with vendors to troubleshoot and resolve vendor‑supported applications
  • Smart hands for specific support towers
  • Citrix/Epic local device configuration for signature pads, scanners, credit card machines
  • Support local nearby offices; flexible for on‑call, holiday, occasional weekend support; travel to nearby campuses (North Bergen, Central NJ campuses)
  • Physically able to lift and move Enterprise and Client technology hardware in customer environments.
• Salary range: $27/hr – $37.15/hr (actual compensation depends on experience and qualifications).

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For EEO policy and Pay Transparency information, visit us.nttdata.com/en/eeo.