Deskside Support Lead Technician

4 days ago

Edison, New Jersey, United States NTT DATA Full time
Job Title: Deskside Support Lead Technician

We are seeking a highly skilled and experienced Deskside Support Lead Technician to join our team in Edison, New Jersey. This role requires working onsite daily at our client's facility and requires employee to be fully vaccinated (Covid and Flu) on or before start date to the extent required by applicable law.

Job Summary:

The Deskside Support Lead Technician will be responsible for performing various managed client services for a strategic customer. This role combines strong technical skills with an emphasis on delivering a high level of customer service.

Key Responsibilities:
  • Performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low-to-moderate installation of IP phone handsets including network drops, and moderate troubleshooting of technical issues on desktop/notebook computer equipment.
  • Provide customer service to a large end user base onsite at customer's location regarding computing functionality, questions, diagnostics, assistance, and consultations in one on one or group situations via in person, phone, email, and video conferences, etc.
  • Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
  • Diagnoses and resolves product performance problems using advanced tools / technical knowledge to remediate customer problems. Ability to identify issues caused by firewall, proxy, or anti-virus software.
  • Break/Fix (Hardware and Software)
    • Performs troubleshooting, parts replacement, and repair on desktops / notebooks, printers, and attached peripherals.
  • IMAC
    • Desktop, Laptop, printer and attached peripherals installation & maintenance including hardware, software, and consumables.
  • Ticket and workload management utilizing customer provided ticketing system.
  • Physically able to lift and move hardware.
Requirements:
  • Must have at least at least 3 years of experience desktop support experience including:
  • Hands on experience with workstation hardware, including assembly, troubleshooting and components replacement.
  • Hands on experience with installation, configuration and troubleshooting Windows operating systems, MS applications (office), Antivirus programs, Browsers.
Preferred Skills:
  • MS Windows, MS Office, Google Workspace knowledge, ChromeOS, IOS, Citrix client
  • Motivated technician with proven troubleshooting skills
  • Proven customer service skills
  • Must be able to effectively communicate with customers over the phone, in person and via email while providing excellent customer service.
  • Must be able to effectively multi-task and work in a dynamic, fast-paced team environment.
  • Familiarity with workgroup and domain environments
  • Windows 10 / ChromeOS / Cloud Ready Deployments
  • Active Directory
    • Computer management
    • Imaging, software push using Ivanti LANDesk
    • Work with vendors to help troubleshoot and resolve vendor supported applications and hardware (liaison between end user, vendor, and other support towers)
    • Smart hands for specific support towers.

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.

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.

We are 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.

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