Service Desk Technician | Fast-Paced Data Center

NTT Global Data Centers Americas, Inc.; Virginia; On-site; USD 51,000 - 66,000; Full time

Job summary

NTT Global Data Centers Americas, Inc. is seeking an IT Help Desk Technician to provide technical support for customers using computer hardware and software.

You will answer and prioritize requests, troubleshoot simple hardware, software, or network issues, and document activity for case resolution. The role requires strong customer service, MS Office proficiency, and the ability to work in a fast-paced, team-oriented environment.

Qualifications

• High school diploma required.
• Associate degree or technical training school preferred.
• Minimum 1 years of experience required.
• A+ certification a plus.

Responsibilities

• Answers company operator calls and directs them to the appropriate person.
• Takes initial telephone or email inquiries and troubleshoot and manage relatively simple hardware, software or network problems with users.
• Records required customer and problem information, updating records with appropriate journal entries of activities.
• Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Reviews event monitoring tools and ticket queue to help resolve operations tickets.
• Thoroughly documents steps taken to resolve incidents.
• Maintain printer and copier supplies.
• Performs desktop software license management and inventory control.
• Assists in setting up new user profiles, PC’s/laptops/phones.
• Performs software, hardware and firmware upgrades as necessary.
• Perform account terminations based on documented processes.
• Assists in the management of asset lifecyle activities.
• Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
• Performs other duties as assigned.

Skills

Customer service

MS Office

Fast-paced environment

Independent work

Flexible schedule

Team environment

Typing 35 wpm

PC hardware

Networking

Education

High school diploma

Associate degree or technical training

Tools

MS Office Suite

Job description

NTT Global Data Centers Americas, Inc. is seeking an IT Help Desk Technician to provide technical support for customers using computer hardware and software.

You will answer and prioritize requests, troubleshoot simple hardware, software, or network issues, and document activity for case resolution. The role requires strong customer service, MS Office proficiency, and the ability to work in a fast-paced, team-oriented environment.