Senior Helpdesk Agent - Remote in US

NTT DATA North America; Cypress (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Helpdesk Agent to provide exceptional remote technical support. This role offers the opportunity to engage with a diverse range of clients, diagnosing and resolving hardware and software issues while ensuring customer satisfaction. You will work in a collaborative environment that values innovation and adaptability, contributing to the overall success of the team. If you are passionate about technology and customer service, this position is perfect for you, offering a chance to grow in a forward-thinking organization committed to excellence.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k Program with Company Match

Paid Time Off

Employee Assistance Program

Qualifications

• 1+ years of experience in a technical support role.
• Strong knowledge of troubleshooting IT-related issues.

Responsibilities

• Diagnose and troubleshoot Level 2 problems with hardware and software.
• Document service orders and follow up for client satisfaction.

Skills

Technical Support

Customer Service

Critical Thinking

Communication Skills

Organizational Skills

Education

High School Diploma or equivalent

Tools

Windows Operating Systems

MS Office

Job description

Req ID:309382

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, apply now.

We are currently seeking a Senior Helpdesk Agent - Remote in US to join our team in Cypress, Texas (US-TX), United States (US).

The Senior Remote Helpdesk Agent is responsible for providing telephone/email/ and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.

Role Responsibilities

• Diagnose and troubleshoot Level 2 problems encountered with hardware, software and peripherals
• Document service orders and perform follow up of completed orders for management information reporting and client satisfaction
• Coordinate user requests with external vendors according to policies and procedures
• Handle problems that the first-tier helpdesk is unable to resolve
• May provide guidance / training for less experienced end users
• Individuals here have a well-rounded knowledge of the policies and procedures for their work area
• Assists with team special projects as assigned

Basic Qualifications

• 1+ years of experience in a technical (Level 1) support role

Additional Requirements

• Working Knowledge of Windows Operating Systems
• Knowledge of identifying and troubleshooting IT related issues
• Working knowledge of MS Office
• Strong customer service focus
• Strong knowledge of entire support ecosystem
• Heavy critical thinking for focused accurate escalation
• Strong communication skills
• Organizational and technology understanding

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay rate for this remote role is $17.50/hour. This rate reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and 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 trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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.