Desktop Support Technician

NTT DATA, Inc.; Hackensack (NJ); On-site; USD 34,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company match

Paid time off

Job summary

NTT DATA is seeking a Desktop Support Technician for Hackensack, New Jersey, to deliver on-site IMAC, break-fix, and desk-side support to a strategic customer. The role requires daily on-site presence at the client facility, with possible travel to Edison, NJ, and rotating on-call duties.

Vaccination may be required where allowed by law. The technician will handle hardware/software diagnostics, collaborate with vendors, and ensure high levels of customer satisfaction through effective

Qualifications

• 1+ year of desktop support experience
• Hands on workstation hardware troubleshooting and component replacement
• Strong customer service and communication skills
• Ability to multi-task in a dynamic environment with multiple priorities

Responsibilities

• Perform moderate-to-complicated configuration and repair of desktop/notebook equipment and peripherals
• Provide on-site end-user support and consultations in person, over the phone, email, or video
• Advise customers on preventive maintenance and configurations impacting performance
• Diagnose and resolve product performance issues including firewall, proxy, or anti-virus interactions
• Break-fix and install tasks for desktops, laptops, printers and peripherals
• IMAC installations and maintenance for hardware and software
• Ticket and workload management using the ticketing system
• Physically lift and move hardware as needed

Skills

Desktop support

Hardware troubleshooting

Customer service

Multi-tasking

Tools

Active Directory

Windows 10

ChromeOS

Citrix client

Job description

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,

We are currently seeking a Desktop Support Technician to join our team in Hackensack, New Jersey (US-NJ), United States (US).

The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivering a high level of customer service.

This position will be working in Hackensack, New Jersey but also could be required to work in other locations such as Edison. Rotating On-call/holiday and occasional weekend support. This role requires working onsite daily at our client's facility and requires employee get a Flu vaccination on or before start date to the extent required by applicable law.

Job Responsibilities Include:

• Performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low-to-moderate installation of IP phone handsets including network drops, and moderate troubleshooting of technical issues on desktop/notebook computer equipment.
• Provide customer service to a large end user base onsite at customer’s location regarding computing functionality, questions, diagnostics, assistance, and consultations in one on one or group situations via in person, phone, email, and video conferences, etc.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
• Diagnoses and resolves product performance problems using advanced tools / technical knowledge to remediate customer problems. Ability to identify issues caused by firewall, proxy, or anti-virus software.
• Break/Fix (Hardware and Software) -Performs troubleshooting, parts replacement, and repair on desktops / notebooks, printers, and attached peripherals. Diagnoses and resolves product performance problems using advanced tools / technical knowledge.
• IMAC - Desktop, Laptop, printer and attached peripherals installation & maintenance including hardware, software, and consumables.
• Ticket and workload management utilizing customer provided ticketing system.
• Physically able to lift and move hardware.

Basic Qualifications:

• Must have at least at least 1+ year of experience desktop support experience including:
• Hands on experience with workstation hardware, including assembly, troubleshooting and components replacement.

Preferred Skills:

• MS Windows, MS Office, Google Workspace knowledge, ChromeOS, IOS, Citrix client
• Motivated technician with proven troubleshooting skills
• Proven customer service skills - Must be able to effectively communicate with customers over the phone, in person and via email while providing excellent customer service.
• Must be able to effectively multi-task and work in a dynamic, fast-paced team environment.
• Familiarity with workgroup and domain environments
• Windows 10 / ChromeOS / Cloud Ready Deployments
• Active Directory - Computer management
• Work with vendors to help troubleshoot and resolve vendor supported applications and hardware (liaison between end user, vendor, and other support towers)
• Smart hands for specific support towers. Provide boots on ground for outages and major incidents and follow directions provided by advanced support towers (Epic, Citrix, Network, Server, Cyber, Enterprise applications)
• Break-fix/Install - thin clients, mobility devices, desktops / laptops, Chrome devices, peripherals (signature pads, scanners, credit card machines)

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $ 25 - $ 29/hr . Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, lifeand AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

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