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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 employing outstanding, innovative, and enthusiastic individuals who are eager to advance their careers. We are currently seeking a Service Desk Agent to provide exceptional support to our clients.

Key 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 necessitates a thorough understanding of both PC and Mac hardware, desktop and laptop operating systems, as well as enterprise application management and settings. Familiarity with printers and networking is also essential. The Service Desk Agent will be responsible for managing service requests and ensuring customer satisfaction.

Core Duties Include:

  • Developing, documenting, and maintaining a knowledge base for incident resolution and 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.
  • Installing, maintaining, and deploying enterprise software while optimizing system performance.
  • Updating and contributing to standard operating procedures.
  • Engaging in the organization's change management processes.
  • Delivering outstanding customer service.
  • Participating in after-hours and weekend on-call rotations.
  • Enhancing the knowledge base through research and on-the-job learning.
  • Providing remote support for software installations, upgrades, backups, and system configurations.

Required Qualifications:

Given the complexity of the environment, candidates should possess the following:

  • A minimum of 1 year of documented IT service experience in an enterprise setting, along with a bachelor's degree in a relevant field.
  • At least 1 year of progressive experience in Information Technology, specifically in Service Desk Support.
  • Administrative knowledge of Microsoft Active Directory, Exchange, and System Center Configuration Manager (SCCM).

Preferred Qualifications:

  • 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 obtain one within three months of hire.
  • Experience with endpoint security, DNS, DHCP, and IP networking.
  • Familiarity with email systems, networking, and VPNs.
  • Proficiency in scripting languages such as BASH or PowerShell.
  • Experience with Service Desk Incident Management Processes and ITSM tools like ServiceNow.
  • Strong ability to diagnose and resolve hardware/software issues and train users effectively.
  • Excellent 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 leading provider of IT and business services, including cloud solutions, data management, and application development. As part of a globally recognized 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.