Technical Support Lead

Applicable Limited; Fort Washington (MD); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking organization as a Technical Support Lead, where you'll play a crucial role in ensuring seamless IT operations. This hybrid position requires a proactive leader skilled in Windows environments, PowerShell scripting, and customer service. Collaborate with diverse teams to address technical challenges and drive improvements in service delivery. If you're passionate about technology and eager to make a significant impact, this role offers the perfect opportunity to grow your career in a dynamic and supportive environment.

Benefits

Flexible Work Hours

Professional Development Opportunities

Health and Wellness Programs

Employee Assistance Program

Remote Work Options

Paid Time Off

Retirement Savings Plan

Team Building Activities

Qualifications

• 5+ years of technical lead experience in IT support roles.
• Experience with Microsoft stack and IT asset management.

Responsibilities

• Lead Tier 3 support and incident resolution for technical issues.
• Manage IT infrastructure and ensure operational procedures are followed.

Skills

Windows 10 and 11

PowerShell Scripting

SCCM

VMware

Software Packaging

Virtual Desktops

Customer Service

Analytical Skills

Problem-Solving Skills

Education

Bachelor's Degree or Equivalent Experience

Tools

Microsoft 365

SCCM

VMware

PSAppDeploy

Job description

Req ID:324577

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 Technical Support Lead to join our team in Fort Washington, Pennsylvania (US-PA), United States (US).

The Technical Support Lead will work closely with Desktop Engineering, Field Services,and IT Asset Management services to focus on mitigating service interruptions, managing and resolving incidents and problems, responding to service requests, maintaining operating systems, and administering software distribution. Leads research, development, and testing of new technologies. Provides Tier 3 support and drives resolution of incidents and problems as needed.This is a hybrid position (3 days on-site in Ft. Washington, PA).

• Dynamically adapts and eagerly cooperates with other members of IT teams to address shifting needs, priorities, and technology trends.
• Self-starter with the ability to work independently, prioritize and get things done.
• Articulate and approachable technology advocate, skilled in providing informed technology consulting services, while also maintaining support standards and practices.
• Able to collaborate with customer representatives to determine service needs
• Communicates effectively when speaking and writing, uses appropriate grammar, organizes ideas clearly and articulates ideas concisely

Job Responsibilities Include:

• Customer Service Support
  • Ensure that the inventory of components to be supported is complete and current.
  • Draft and maintain documentation, knowledge base articles, and procedures to guide support functions
  • Ensure that tracking and monitoring of performance is carried out, metrics and reports are analyzed, and issues are resolved.
• IT Infrastructure
  • Carry out agreed operational procedures, including network configuration, installation, and maintenance.
  • Leads the implementation of maintenance and installation work. Identifies operational problems and spearheads resolution.
  • Participates and provides thought leadership to infrastructure projects.
  • Microsoft stack experience (Active Directory, Intune)
  • Proficiency in PowerShell
• System software
  • Review system software updates and identifies/prioritizes updates requiring action
  • Tailor system software to maximize hardware functionality.
  • Install and test new versions of system software.
  • Investigate and coordinate the resolution of potential and actual service problems. Prepare and maintain operational documentation for system software. Advise on the correct and effective use of system software.
  • Experience deploying software utilizing PSAppDeploy.
• Systems installation/decommissioning
  • Conduct tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required.
  • Document details of all hardware/software items that have been installed and removed. Participate in change and configuration management activities
  • Develop installation procedures and standards, and schedule installation work.
  • Provide specialist guidance and advisory to foster continuous improvement
• Asset management
  • Control IT assets ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out.
  • Leads IT asset management technologies
  • Participates in IT asset management activities as required

Basic Qualifications:

• • 5+ years of technical lead experience including: Windows10 and 11, Powershell Scripting, SCCM, VMWare, Software Packaging, Virtual Desktops

Preferred Skills:

• • Microsoft 365 Certified: Endpoint Administrator Associate
  • CompTIA A+ Certification Excellent customer service and soft skills
  • Service oriented personality and attitude
  • Experience managing 3rd party service provider teams
  • Strong analytical and problem-solving skills
  • Bachelor’s degree or equivalent experience

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 atus.nttdata.com

NTT DATA endeavors to make https://us.nttdata.comaccessible 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.