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Service Desk Specialist

2 months ago

Lemont, Illinois, United States NTT DATA Services Full time
About the Role

We are seeking a highly skilled Service Desk Agent to join our team at NTT DATA Services. As a Service Desk Agent, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems.
  • Develop, document, and maintain knowledge base for incident resolution and request fulfillment using ServiceNow or equivalent.
  • Install, maintain, and deploy enterprise-wide software, and assist with fine-tuning system performance.
  • Provide input and update to standard operating procedures.
  • Participate in the organization's change management process.
  • Provide excellent customer service.
  • Participate in after-hour and weekend on-call rotation shifts.
  • Contribute to the knowledgebase through research of articles, training courses attended on-the-job learning, etc.
Requirements
  • Minimum 1+ years documented IT Service experience in an enterprise environment and a minimum of a bachelor's degree in a relevant area of study.
  • 1+ years of progressive experience in the field of Information Technology, Service Desk Support, Provide Tier I/II system administration, contact and incident resolution for hardware, software, and applications.
  • 1+ years administrative knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM).
Desired Qualifications
  • IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux.
  • CompTIA IT related certification or equivalent or ability to attain within 3 months of your hire date.
  • DoD 8140 Security Certification.
  • ITIL v4 certification or ability to attain within 3 months of your hire date.
  • Endpoint security, DNS, DHCP, and IP experience.
  • Experience with email systems, Networking, VPN.
  • Proven ability to use scripting language (BASH, PowerShell, etc.).
  • Experience with Service Desk Incident Management Processes.
  • Experience with ITSM, Ticket Management, and ITSM tools such as ServiceNow or equivalent.
  • Proven ability to perform Information Processing and involve a range of hardware/software solutions.
  • Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware.
  • Excellent knowledge of technical management, information analysis, and of computer hardware/software systems.