Deskside Support Analyst

Req ID : 339731

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 Deskside Support Analyst to join our team in Hackensack, New Jersey (US-NJ), United States (US).

The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include : IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivering a high level of customer service.

This position will be working mainly in Hackensack but from time to time must be flexible to work in other locations. Rotating On-call / holiday and occasional weekend support. This role requires working onsite daily at our client's facility and requires employee get a Flu vacination on or before start date to the extent required by applicable law.

Job Responsibilities Include :

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. Diagnoses and resolves product performance problems using advanced tools / technical knowledge.

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.

Basic Qualifications :

5 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. Provide boots on ground for outages and major incidents and follow directions provided by advanced support towers (Epic, Citrix, Network, Server, Cyber, Enterprise applications)

Break-fix / Install - thin clients, mobility devices, desktops / laptops, Chrome devices, peripherals (signature pads, scanners, credit card machines)

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 ()

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .

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