AddressReq ID: 269207
NTT DATA Services 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 MAC OS Desktop Support Technician to join our team in Batavia, Illinois (US-IL), United States (US).
Fermilab Desktop Support Technician Job Description
Job Responsibilities Include
The primary responsibility of the Desktop Support Technician is to provide Deskside end-user support and service request support to both the customer and the Desktop Support Team. Support will require in-depth knowledge of Mac Hardware, Desktop & Laptop Operating Systems & settings, printer diagnosis and repair, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required.The desktop lead technician is the principal owner of the Desktop Support ticket queue as well as the customer’s overall satisfaction. This position is ONSITE in Batavia, IL. Must be local or willing to relocate to the area (relocation expenses not covered).
Desktop Support Technician jobduties
- Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded
- Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework)
- If unable to repair on initial visit, validate the user’s problem and provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired
- Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate and wherever available in the repair customer issues within target time limits
- Provide customer with regular communication regarding status of repair/install including notification when repairs are complete
- Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.
- Appropriately document all required information into the call tracking system
- Complete site-specific preventative maintenance checklist
- Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints
- Meet required productivity expectations, including Technology Services metrics
- Meet all performance service level targets
- Make every attempt, when appropriate, to resolve service requests remotely.
- Partner with team members to communicate new solutions and assist other technicians when call volume is low
- Demonstrated including a solid working knowledgeof PC operations including hardware, operating systems, and network settings
- Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.
- CompTIA A+ or equivalent or ability to attain within 3 months of your hire date
Basic Qualifications:
- Minimum 3 years documented IT Service Experience
- Minimum 3years of MAC OS support experience, diagnostic/troubleshooting, and repair.
- Minimum 3 years’ experience with equipment and software installation and upgrades
Preferred Skills:
- IT Certifications to include CompTIA, Microsoft, or Apple Certifications.
- Minimum 3years of PC support experience, diagnostic/troubleshooting, and repair.
Associate degree or bachelor’s degree in computer science, Information Systems, etc
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $50k to $70k. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.
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.
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About NTT DATA Services
NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.
NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
