Senior Helpdesk Engineer: Advanced IT Support & Mentorship

NTT DATA, Inc.; Washington (District of Columbia); On-site; USD 65,000 - 97,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Flexible spending or health savings

Life and AD&D insurance

Short and long term disability

Paid time off

Employee assistance

401k program with company match

Additional voluntary benefits

Job summary

NTT DATA, Inc. is seeking a Senior Helpdesk Specialist in Washington, DC to provide third-tier support for PC, hardware, software, and mobility. The role collaborates with network and systems teams to resolve complex incidents and maintain high service levels.

Responsibilities include documenting resolutions in the ticket system, mentoring junior staff, updating SOPs, and ensuring thorough communication with end users. The position offers benefits and a competitive compensation range.

Qualifications

• Education equivalency: 4 years of experience
• Minimum 5 years of experience providing helpdesk support to include troubleshooting all IT related problems
• Ability to obtain/maintain a Public Trust clearance

Responsibilities

• Provide senior end-user support for hardware/software, mobility, printers, and related issues.
• Document all interactions and resolutions in the ticket tracking system.
• Lead and mentor lower-tier Helpdesk staff as needed.
• Serve as senior point of contact for IT-related concerns and ensure high-quality service delivery.
• Follow up with users to confirm issue resolution and satisfaction.
• Develop and update SOPs and knowledge artifacts to improve processes.

Skills

Helpdesk support

End-user computing

Documentation

Customer service

Mentorship

Escalation

SOP updates

Tools

Ticketing system

Knowledge-base (KB) updates

Job description

NTT DATA, Inc. is seeking a Senior Helpdesk Specialist in Washington, DC to provide third-tier support for PC, hardware, software, and mobility. The role collaborates with network and systems teams to resolve complex incidents and maintain high service levels.

Responsibilities include documenting resolutions in the ticket system, mentoring junior staff, updating SOPs, and ensuring thorough communication with end users. The position offers benefits and a competitive compensation range.