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Help Desk Analyst

4 months ago

Washington DC, United States NTT DATA Services Full time

NTT DATA Services 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 Help Desk Analyst to join our team in Washington, DC, USA.

Job Duties:

  • Answers the help desk line and responds to users’ requests regarding computer systems.
  • Acknowledges receipt of all user requests within defined service levels. Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. Maintains user information and documentation.
  • Participates in ensuring that client requests via the ticketing system are managed to closure.
  • Delivers results in support of achieving the organization’s service level agreements.
  • Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems.
  • Prioritizes work based on time and complexity requirements.
  • Exercises sensitivity to due process and proper pacing.
  • Routes clients when appropriate to proper support queues.
  • May identify opportunities for process improvements that contribute to the achievement of business metric goals.
  • Solves problems consistently and completely with minimum supervision.
  • Engages the required resources to ensure the client expectation is exceeded in a timely manner.

 
Basic Qualifications:

  • Minimum 2 years of experience diagnosing and troubleshooting problems encountered with personal computer hardware, software and peripherals, and advising and assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology.
  • Security+ Certification 
  • Must have and maintain an Active Public Trust Clearance or higher clearance

 

Preferred Qualifications:

  • Undergraduate degree or equivalent combination of education and work experience
    • High School Diploma / GED + 4 additional years of experience = Bachelor's Degree
    • Associates's Degree + 2 additional years of experience = Bachelor's Degree

 

#FEDSEC

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.