Deskside Support Technician

Req : 374908

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 Technician 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 in Hackensack but also may require moving to other locations when needed. Rotating on‑call/holiday and occasional weekend support. The role requires working onsite daily at our client’s facility and requires the employee to have a flu vaccination on or before the start date to the extent required by applicable law.

• Perform 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 the 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.
• Ensure customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
• Diagnose and resolve product performance problems using advanced tools/technical knowledge to remediate customer problems, identify issues caused by firewall, proxy, or anti‑virus software.
• Break/Fix (Hardware and Software) – Perform troubleshooting, parts replacement, and repair on desktops/​notebooks, printers, and attached peripherals. Diagnose and resolve 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 the customer‑provided ticketing system.
• Physically able to lift and move hardware.

• At least 3+ years of desktop support experience, including hands‑on experience with workstation hardware, assembly, troubleshooting and component replacement.
• Hands‑on experience with installation, configuration and troubleshooting Windows operating systems, MS applications (office), antivirus programs, browsers.

• MS Windows, MS Office, Google Workspace knowledge, Chrome
  
  OS, IOS, Citrix client.
• Motivated technician with proven troubleshooting skills.
• Proven customer service skills – effectively communicate with customers over the phone, in person and via email while providing excellent customer service.
• Multi‑task and work in a dynamic, fast‑paced team environment.
• Familiarity with workgroup and domain environments.
• Windows 10 / Chrome
  
  OS / 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).

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 . For Pay Transparency information please .