Deskside Support Lead Technician

Req ID:  377726

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 Lead Technician to join our team in Edison, New Jersey (US-NJ), United States (US).

This role requires working onsite daily at our client's facility and requires employee get a Flu vaccination on or before start date to the extent required by applicable law.

This position will be working in Edison but also could be required to work in other locations when necessary. 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.

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  The Deskside Support Lead 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.
  • 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 u se advanced tools /technical knowledge to remediate client problems and conduct scheduled installations.
  • Provide excellent customer service to a large end user base including VIP's 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. Provides technical feedback on technical process issues to improve overall service delivery.
  • Ticket and workload management utilizing customer provided ticketing system. As a team leader, coach team members on proper ticket/workload management adhering to our internal processes. Conduct quality checks on the team’s ticket management performance. Address and remediate areas needed for improvement, escalating when appropriate.
  • Backup for onsite supervisor and attend daily client meetings, ensure team meets training and other administrative task deadlines.
  • Manage client escalations and provide continuous follow ups until resolution.
  • Strong verbal and written communication skills

  • Basic Qualifications

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    • 3+ years of Desktop experience including:
    • Windows /ChromeOS deployments
    • Active Directory - Computer management
    • Imaging using Ivanti Landesk
    • Troubleshoot issues that may have been caused by firewall, proxy or antivirus software.
    • Work with vendors to help troubleshoot and resolve vendor supported applications
    • Smart hands for specific support towers
    • Citrix / Epic - local device setting configurations for signature pads, scanners, credit card machines
    • Support local nearby offices, flexibility for on-call/holiday and occasional weekend support. Physically able to lift and move Enterprise and Client technology hardware in our customer environments

    • Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $29/hr - $37.15/hr. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

       

      This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, 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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

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, @nttdatafed.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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