End User Support

Req ID:374212NTT 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 End User Support to join our team in Edison, New Jersey (US-NJ), United States (US).1. Primary ResponsibilitiesSupervise and coordinate daily activities of the desktop technician team to ensure timely and effective support.Oversee installation, maintenance, and troubleshooting of desktop hardware, software, and peripherals (ensuring techs follow documented processes).Maintain Technician work coverage schedule and ensure that Service Now is current with on- call and weekend and holiday coverage.Manage escalated technical issues and provide guidance to technicians for resolution.Monitor team performance, conduct regular reviews, and provide training or coaching as needed.Develop and maintain documentation related to desktop support procedures and standards.Ensure compliance with company policies (attendance, time off, etc) and IT security protocols.Monitor ticket queues throughout each day (workload/OOS/aging, priority, etc)Verify that each technician is up to date on their NTT Training.Make sure that technician timecards and expenses are submitted as per policy.Mandatory attendance at weekly Supervisor calls. Send a delegate if unable to attend.Follow proper on-boarding and off-boarding documented procedures.Attend daily Hospital Safety huddles and report appropriate updates.Perform daily rounding of the high touch areas of the main campus and ensure that technician rounding duties are being performed as required.Adhere to Doctor’s Lounge schedule and report on any significant issues.Clearly communicate to the team any issues or updates received via Supervisor calls, team chats and emails.2. Secondary ResponsibilitiesAssist in the planning and implementation of IT projects related to desktop environments. This includes conducting an assessment of project guidelines along with the NTT project Manager.Coordinate with other IT teams for complex technical issues and system upgrades.Maintain appropriate levels of inventory for BF desktop hardware and peripherals.Support end-users directly when required, especially in escalated cases.3. Skills and Qualifications RequiredProven experience as a desktop technician with leadership or supervisory experience.Strong knowledge of desktop operating systems (Windows, Chrome OS), hardware, and common software applications.Excellent problem-solving and troubleshooting skills.Good interpersonal and communication skills to manage and mentor team members.Familiarity with IT ticketing systems and remote support tools.4. Performance ExpectationsMaintain high resolution rates within SLA (Service Level Agreement) targets.Ensure timely completion of escalated tickets.Promote a positive and collaborative team environment.Reduce repeat issues by improving troubleshooting processes.Maintain up-to-date knowledge documentation of new technologies and industry best practices.Balance and maintain a proper relationship with the customer and your NTT management team.5. Additional NotesMay require occasional after-hours or on-call support.Physical ability to handle desktop hardware and UPS as needed.External moves of HMH equipment must follow customer guidelines.Windows /ChromeOS deploymentsActive Directory - Computer managementImaging using Ivanti LandeskTroubleshoot issues that may have been caused by firewall, proxy or antivirus software.Work with vendors to help troubleshoot and resolve vendor supported applicationsSmart hands for specific support towersCitrix / Epic - local device setting configurations for signature pads, scanners, credit card machinesSupport local nearby offices, flexibility for on-call/holiday and occasional weekend support, be able to travel to nearby campuses northern and central NJ campusesAbout NTT DATANTT 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 and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .NTT DATA endeavors to make 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 . 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.Posting Date:Department:Field Services AMS/EMEA - 1454950028