Senior Helpdesk Specialist

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a Senior Helpdesk Specialist to join our team in Washington, District of Columbia (US-DC), United States (US).

The Senior Helpdesk Support Specialist will provide effective third-tier support to end users for PC, hardware, software, mobility, end user computing, or cloud-based applications under limited supervision. This role is primarily focused on addressing issues that surpass the capabilities of first- and second-tier helpdesk staff. The specialist will engage with network support services and software systems engineering and administration teams when necessary to restore end user services and to troubleshoot existing problems.

In addition, they will closely monitor support incidents and resolve operational requests and difficulties. The contractor is responsible for recommending system and/or documentation modifications to enhance user experience, ensuring the maintenance of advanced technical skills in the IT field, and will act an escalation point more complex issues as required. The ideal candidate will also actively recommend SOP, Guide, and Knowledge artifact updates.

Duties also encompass adhering to established service level metrics, delivering high-quality customer service, providing timely follow-ups to end-users, and thoroughly documenting all resolutions, communications, and progress notes in the ticket tracking system. Knowledge Base articles modernization is a constant team effort, and the ideal candidate will play an active role in recommending KB updates or corrections.

• Provide senior support for end-users, addressing various end-user computing technical issues e.g., hardware/software problems, mobility issues, and printer malfunctions.
• Document all interactions, progress notes, and solutions in the ticket tracking system to maintain a complete and accurate record of user support activities.
• Perform any duties assigned by Team Leads and management.
• Assist with providing leadership and mentorship to the lower tier Helpdesk personnel.
• Serve as a senior point of contact for IT-related concerns, ensuring effective communication and a high standard of the delivery of support services.
• Follow up with users to ensure that their issues have been fully resolved and that they are satisfied with the service provided.

• Identify, research, and resolve technical problems as they arise while working collaboratively with other teammates and specialists for complex issues.
• Escalate unresolved issues to and work with senior technical staff as necessary to ensure timely solutions.

• Develop, maintain, and recommend comprehensive documentation for all Helpdesk activities, including processes, FAQs, and troubleshooting guides.
• Update the Standard Operating Procedures manual to reflect current practices and protocols in Helpdesk operations.

• Maintain and adhere to asset entry to achieve a comprehensive and accurate inventory of IT assets to ensure accountability and proper resource allocation.
• Conduct periodic checks and audits of hardware assets, documenting the status and ensuring maintenance records are up to date.

• Participate in ongoing training sessions to stay updated on the latest technologies and improvements in Helpdesk support practices.
• Share knowledge with fellow staff members and help in their professional development.

• Education equivalency: 4 years of experience
• Minimum 5 years of experience providing helpdesk support to incluetroubleshooting all IT related problems, including…