SCA Computer Operator I

NTT DATA, Inc.; Batavia (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

NTT DATA is seeking a Service Desk Analyst in Batavia, IL to provide end-user incident and service request support via phone, email, chat and walk-up. You will handle PC/Mac hardware, OS, enterprise apps, printers, and networking support, using ServiceNow for case management and knowledge sharing.

The role requires 1+ year IT service experience and a bachelor’s degree in a relevant field; ITIL/DoD/CompTIA certifications are desirable.

Qualifications

• 1+ years IT service experience in an enterprise environment.
• Bachelor’s degree in a relevant area of study.
• Certification in ITIL, DoD 8140 or CompTIA is desirable.

Responsibilities

• Provide Tier I incident resolution for hardware, software and applications.
• Create and manage user accounts, remote troubleshooting, and on-call support.
• Develop, document and maintain knowledge base for incident resolution.
• Install and deploy enterprise-wide software and fine-tune system performance.
• Contribute to SOP updates and participate in change management processes.
• Support service requests via phone, email, chat and walk-up.

Skills

IT Service Experience

Service Desk Support

Incident Resolution

Education

Bachelor's degree in a relevant area

CompTIA IT certification or equivalent

DoD 8140 Security Certification

ITIL v4 certification

Active Directory / Exchange knowledge

Tools

ServiceNow

Active Directory

Exchange

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 Service Desk Analyst to join our team in Batavia, Illinois, United States.

Service Desk Analyst’s primary responsibility is to provide end-user Incident & Service Request support via phone, email, chat, and walk up. Support will require in-depth knowledge of PC and Mac Hardware, Desktop & Laptop Operating Systems , enterprise application administration & settings, high level printer familiarity, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required. Work is managed and tracked through the ServiceNow and measured through Service Levels. The Service Desk Analyst is the principal owner of the service request as well as the customer’s overall satisfaction.

Service Desk Analyst Job Duties:

• Development, document and maintenance of knowledge base for incident resolution and request fulfillment using ServiceNow or equivalent.
• Provide Tier I contact and incident resolution to customers with hardware, software, and application problems.
• Create and manage user accounts, schedule video teleconferences, create / maintain program distribution list and provide remote troubleshooting support to customers.
• Installation, maintenance, deployment of enterprise-wide software and assist with fine-tuning system performance.
• Provide input and update to standard operating procedures.
• Participate in organizations change management process.
• Participate in after hour and weekend on-call rotation shifts
• Contribute to the knowledgebase through research of articles, training courses attended on the job learning, etc.
• Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.

Required Qualifications:

• 1+ years documented IT Service experience in an enterprise environment and a minimum of a bachelor’s degree in a relevant area of study.
• 1+ years of progressive experience in the field of Information Technology, Service Desk Support, Provide Tier I system administration, contact and incident resolution for hardware, software, and applications.

Desired Qualification:

• CompTIA IT related certification or equivalent or ability to attain within 3 months of your hire date
• DoD 8140 Security Certification
• ITIL v4 certification or ability to attain within 3 months of your hire date
• Administrative knowledge of Microsoft Active Directory and Exchange
• Experience with Service Desk Incident Management Processes
• Experience with ITSM tools such as ServiceNow or equivalent
• Proven ability to perform Information Processing and involve a range of hardware/software solutions
• Concentrated, hands‑on experience in installing, diagnosing problems and training customers in the use of software and hardware
• Excellent knowledge of technical management, information analysis, and of computer hardware/software systems
• Certifications or experience may be accepted in lieu of college degree.

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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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 our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

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