Remote Service Desk Technician: 24/7 Support

NTT Global Data Centers; Ashburn (GA); Remote; USD 51,000 - 66,000; Full time

Benefits offered by this job

Annual bonus

Paid time-off

Medical, dental, and vision benefits

Life and supplemental insurance

Short-term and long-term disability

Flexible spending account

401k retirement plan

Remote work stipend

Job summary

NTT Global Data Centers Americas, Inc. is seeking a customer-focused Service Desk professional to join a 24x7x365 NOC environment. You will troubleshoot hardware, software, and network issues, escalate complex problems, and provide desktop support with imaging, printer, and account administration.

You will document steps, manage assets, and assist in incident communications and vendor coordination. The role requires strong problem solving, documentation, and customer service skills.

Qualifications

• High school diploma or GED required.
• Associates degree or technical training preferred.
• Minimum of 3 years experience in helpdesk/IT support.
• A+ and/or Network+ certification a plus.

Responsibilities

• Answer operator calls and direct to appropriate person.
• Troubleshoot and manage hardware, software or network problems.
• Record customer and problem information; update records with actions.
• Elevate complex incidents to appropriate personnel for timely resolution.
• Verify solutions via follow-up communication.
• Provide desktop support including imaging, printer, and account administration.
• Coordinate with third-party vendors for end-user support.
• Perform software, hardware, and firmware upgrades as needed.
• Document steps to resolve incidents and manage asset lifecycles.
• Handle cell phone provisioning and BYOD policy compliance.
• Mentor Service Desk Technicians and participate in training.
• License management and inventory control for desktop software.
• Act as communications coordinator during critical incidents call bridges.
• Other duties as assigned.

Skills

Problem solving

Troubleshooting

Documentation

Independent worker

Team collaboration

Customer service

Typing speed 35 wpm

Adaptability

Communication skills

Shift flexibility

Education

High school diploma or GED

Associate degree or technical training

A+ and/or Network+ certification

Job description

NTT Global Data Centers Americas, Inc. is seeking a customer-focused Service Desk professional to join a 24x7x365 NOC environment. You will troubleshoot hardware, software, and network issues, escalate complex problems, and provide desktop support with imaging, printer, and account administration.

You will document steps, manage assets, and assist in incident communications and vendor coordination. The role requires strong problem solving, documentation, and customer service skills.