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Technical Support Specialist

2 months ago

Lemont, Illinois, United States NTT DATA Services Full time

Position Overview:

NTT DATA Services is dedicated to hiring outstanding, innovative, and enthusiastic individuals who are eager to develop their careers with us. We are currently seeking a Service Desk Agent to provide exceptional support.

Role Responsibilities:

The primary function of the Service Desk Agent is to deliver comprehensive end-user support for incidents and service requests through various communication channels including phone, email, chat, and in-person interactions. This role demands a thorough understanding of both PC and Mac hardware, desktop and laptop operating systems, as well as enterprise application management and settings. Familiarity with high-level printer operations and networking support is also essential. The Service Desk Agent will be responsible for managing and tracking service requests through the ServiceNow platform, ensuring customer satisfaction is prioritized.

Key Duties Include:

  • Creating, documenting, and maintaining a knowledge base for incident resolution and service request fulfillment.
  • Providing Tier I/II support and resolving incidents related to hardware, software, and applications.
  • Managing user accounts, scheduling virtual meetings, and offering remote troubleshooting assistance.
  • Overseeing the installation, maintenance, and deployment of enterprise software while optimizing system performance.
  • Updating and contributing to standard operating procedures.
  • Engaging in the organization's change management processes.
  • Delivering exceptional customer service consistently.
  • Participating in after-hours and weekend on-call rotations.
  • Enhancing the knowledge base through research and training experiences.
  • Providing remote support, including software installations, upgrades, file backups, and system configurations.

Required Qualifications:

To be considered for this role, candidates should possess:

  • A minimum of 1 year of documented IT service experience in a corporate environment.
  • A bachelor's degree in a relevant field of study.
  • Experience in providing Tier I/II system administration and incident resolution.
  • Administrative knowledge of Microsoft Active Directory, Exchange, and System Center Configuration Manager (SCCM).

Preferred Qualifications:

  • Relevant IT certifications such as HDI Support Center Analyst, Service Desk, MCITP, MCSA, or equivalent.
  • CompTIA IT-related certification or the ability to obtain one within three months of hire.
  • DoD 8140 Security Certification.
  • ITIL v4 certification or the ability to achieve it within three months of hire.
  • Experience with endpoint security, DNS, DHCP, and IP configurations.
  • Familiarity with email systems, networking, and VPNs.
  • Proficiency in scripting languages (BASH, PowerShell, etc.).
  • Experience with Service Desk Incident Management Processes and ITSM tools like ServiceNow.
  • Hands-on experience in installing, diagnosing, and training users on software and hardware.
  • Strong knowledge of technical management and information analysis.
  • * Relevant certifications or experience may be accepted in lieu of a college degree.

About NTT DATA Services:

NTT DATA Services is a recognized leader in IT and business services, providing cloud, data, and application solutions. As part of a global organization, we are committed to our clients' long-term success and strive to create a diverse and inclusive environment for all employees.

NTT DATA Services is an equal opportunity employer and considers all applicants without regard 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.