Desktop Support Technician

The Desktop Support Technician role at NTT Ltd is an on-site position based in Alpharetta, GA, delivering deskside end-user IT support for client environments. This role requires at least 2 years of relevant experience and offers compensation ranging from USD 25 to 34 per hour.

Responsibilities

• Maintain day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems.
• Provide deskside assistance to resolve technology issues and share how-to guidance with end users on computer-related topics.
• Carry out scheduled moves, installations, and cancellations, as well as other Mac related tasks.
• Deliver Level II support with a high level of customer satisfaction, technical knowledge, and timeliness by resolving the issue or escalating and coordinating efforts of other IT staff.
• Investigate elevated issues by validating the problem and seeking known solutions to more complex problems.
• Know when to escalate unresolved issues to management.
• Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up receive appropriate attention.
• Ensure all tickets are resolved within documented service levels.
• Interact with asset management, network services, software systems engineering, applications development, and printer maintenance services to restore service and identify core problems.
• Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs.
• Exhibit excellent presentation, verbal communication, and written skills.
• Provide technology refresh support as needed.
• All other tasks as assigned.

Requirements

• 2+ years of end-user or desktop support experience.
• 2+ years of experience with the Windows operating system.

Technologies

• ServiceNow
• Windows operating system

Benefits

• Medical, dental, and vision insurance with employer contribution
• Flexible spending or health savings account
• Life and ADD insurance
• Short and long term disability coverage
• Employee assistance program
• 401(k) program with company match
• Additional voluntary or legally-required benefits

Additional Skills

• White Glove support or experience supporting VIPs is a plus
• Able to work on feet for up to 8 hours per day and lift items up to 50 lbs
• A+ Certification highly preferred
• Flexible to work shift and weekend schedules
• Must have a valid driver’s license and access to a personal vehicle for travel between client offices, if necessary