Desktop Support Technician - NTT DATA

NTT DATA 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 Desktop Support Technician to join our team Onsite based in Bakersfield, California.

The primary focus of this health engagement project is to support the build out completion of a new tower effort. This will include computer imaging and deployment, peripheral installation, and possibly some network closet cable management.

Required Qualifications:

• 3+ years of experience in the Desktop Service/ End User Support industry.
• Associate degree or technical institute degree/certificate preferred.
• Solid Customer Service skills required.
• Strong knowledge of Windows Operating System environment, Network Printing Systems and Microsoft Office modules.
• Healthcare experience preferred.
• Google Suite experience preferred.

Job Summary / Purpose:

• Members of the End User Services (EUS) Technical Support team are responsible for on-site and/or remote installation, maintenance, troubleshooting and/or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals.
• Responsibilities include responding to incidents and problems and fulfilling requests.
• They also understand the business implications of computer hardware and system issues allowing them to appropriately set incident severity levels.
• They can troubleshoot a wide variety of technical problems and engage parties in other areas of IT to address problems.
• The EUS team member understands the technical infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise infrastructure standards.
• They also are responsible for understanding and supporting aspects of the integration of desktop systems with other systems in the enterprise.
• The EUS team member monitors the performance of desktop hardware and maintains a secure environment.
• Professionals in this job family understand the Key Performance Indicators (KPIs) that identify the success of the services they provide and continually strive for improvements to operational efficiencies and seek to continually add value to the services delivered to the user community.

Essential Key Job Responsibilities:

• Primary responsibilities will be new facilities support: Focus on Imaging new devices for deployment (Windows 11 devices) and subsequent placement of devices.
• Installing peripherals (monitors, printers, etc.)
• Provides desktop hardware support for the user community.
• Works on multiple functional systems that tend to be of moderate to high complexity.
• Performs troubleshooting for moderate to high complex hardware, software and system problems.
• Acts as subject matter expert for at least one device type.
• May be assigned to one or more projects as a project team member.
• Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of the devices.
• Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity.
• Utilizes previous experience to reach resolution and will contribute to knowledge management system(s).
• Escalates issues when necessary.
• Responds to customer requests received via the Service Management application.
• Fulfills requests of moderate to high complexity.
• Interacts with the customers in a courteous and professional manner.
• Assists in the maintenance of and enters appropriate data into the device asset management system and the knowledge management systems to capture knowledge and work processes.
• Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including purchasing and deployment of new devices.
• Identifies potential issues that could adversely impact end-user experience and takes corrective action. Participates in low complexity local and enterprise projects.
• Participates in on-call rotation and provides on-call support.
• Performs proactive maintenance on devices.
• Participates in the "smart hands" program to assist other IT functional areas when needed.
• General knowledge of Operational Level Agreements (OLAs) and always works within those metrics.
• Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management.
• Understanding and adherence to policies and procedures. Contributes to new or modified policies.
• Provides guidance, training and problem-solving assistance to other team members.

About NTT DATA:Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this Onsite role is $30.00 - $31.11/hour USD. This range reflects the minimum and maximum target compensation for the position across all locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

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. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. 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. Visit us at us.nttdata.com

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