Desktop Support Technician

Job Description

Req ID: 311827

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 in Waco, Texas (US-TX), United States (US).

The Field Tech/Desktop Support Technician is responsible for providing advanced technical support and maintenance for equipment in the field. This role involves troubleshooting, repairing, and maintaining hardware and software components, as well as providing excellent customer service to clients. The ideal candidate will have a strong background in desktop support, device imaging, and configuration, as well as experience with inventory management and network connectivity.

**This role is expected to start on June 1, 2025.

Client Desktop Support Role Responsibilities:

• Install, configure, and optimize hardware and software components at various field locations
• Perform routine maintenance and troubleshooting on technology equipment
• Diagnose and resolve product performance issues and various error conditions
• Provide technical support and incident management services
• Manage inventory and adhere to device disposal processes
• Document installation and repair activities
• Teach customers how to use equipment properly
• Maintain tools and equipment used during service calls
• Serve as a liaison with customers on administrative and technical matters
• Provide support for all client workstations and peripheral devices like printers, scanners, and barcode readers
• Responsible for installing and maintaining all works station hardware and client software
• Investigate and suggest new or enhancements to policies, procedures, practices, or other actions that would result in enhanced workflow, reduced cost, increased productivity and increased customer satisfaction

Additional Responsibilities include but are not limited to:

• On-Site and/or Remote installation, implementation, maintenance, troubleshooting and/or repair of end user devices and associated peripherals devices like printers, scanners, and barcode readers

• Serve as company liaison with customer on technical issue associated with duties

• Install and support both Hardware and software components for end user devices

• Evaluate system configurations and software to ensure effective use of resources

• Provide level 1 technical support and incident management functions

• Diagnose and resolve product performance problems

• Perform maintenance and repair services

• Ensure customer satisfaction by advising on preventive maintenance and configuration optimization

• Provide project support as needed

**Expected Schedule: Working onsite at the client’s location Monday-Friday, 8am- 5pm local time.

** Expected physical condition: This position is a physical demanding position, which can include: routine walking, climbing ladders, bending, stooping, reaching, crawling, climbing stairs and the need to be able to lift 50 lbs. Must be flexibility with support coverage.

**Expected Possible Local Travel: There may be times where you need to travel to nearby client locations. This local commuting is dependent on addressing necessary tickets that may come in that will need assistance. You must have your own reliable transportation.

Basic Requirements:

• 2+ years’ experience desktop, deskside, and / or hardware support experience in a corporate environment
• Experience with device imaging and configuration

Highly Preferred Skills:

• A+ desktop certification is highly preferred

• Associates/BSIT, ITIL, MCP, MCDST, Network+ & Server+ certifications are a plus

• Working within ServiceNow is a plus

• Understanding of inventory management and device disposal

• Knowledge of network connectivity and desktop operating system administration

• Proficient in Windows operating system environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook

• Knowledge/experience of Linux/Unix operating systems may be required

• Strong client service skills to include: strong verbal and written communication skills

• Manages escalated client situations with a focus on building positive client relationships

• Excellent understanding of internal service processes and able to articulate these to clients

• Strong technical and product knowledge to include strong troubleshooting and problem-solving skills

• Ability to physically perform general office requirements

• Must be able to perform essential responsibilities with or without reasonable accommodations

• Undergraduate degree or equivalent combination of education and work experience

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. 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

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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