Helpdesk Senior Analyst

2 months ago

Washington, Washington, D.C., United States NTT DATA Services Full time

Req ID:

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 Helpdesk Senior Analyst to join our team in Washington, District of Columbia (US-DC), United States (US).

General Duties:

Under general supervision, the Senior Helpdesk Support Specialist shall provide second-tier support to end users for either PC, server, or mainframe applications or hardware.

Job Duties:

  • Serve as a subject matter expert in customer support operations and have experience supporting users in areas such as email, LAN/WAN, directories, standard desktop images and applications, COTS and GOT applications.
  • Serve as point of contact for troubleshooting all IT related problems, including hardware/software, passwords, printer problems, VPN and cellular.
  • Responsible for meeting established service level metrics for call response, technical support, and customer service, providing follow-up service to end-users to ensure that service provided by the Helpdesk has addressed their needs in a timely and efficient manner.
  • Fully document call resolutions and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable.
  • Maintain existing process documents and when required, create new SOPs in support of this objective for common Helpdesk processes and activities.

Basic Qualifications:

  • Minimum 4 years of experience in Helpdesk/Tier3 support.
  • Bachelor's degree in related field or 4 years of experience
  • Ability to Obtain Public Trust security clearance required

Preferred Qualifications:

  • Proficiency in Asset Management, Office 365, and Windows 10.
  • Minimum 1 year supporting government enterprise iPhone/iPad MDM mobility solutions
  • Minimum 1 year experience providing designated VIP/Executive Support.
  • Understanding of IT security requirements and processes.
  • Familiar with Cisco virtual private network (VPN) client.
  • Familiar with Cisco video and audio teleconference devices.
  • Maintains currency and high level of technical skill in field of expertise.

#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 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.

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