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 Desktop Support Technician to join our team in Boston, Massachusetts (US-MA), United States (US).
Advanced hardware diagnostics
Provide in-warranty hardware break/fix activities on all Dell PC and Laptop models, including but not limited to:
Hard drive replacement
Document work accurately in Ticket Management system
Track inventory and orders placed online
Maintain parts depot
Maintain 95%+ customer satisfaction scores
Resolve all incidents with prescribed SLA
Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus/ remote locations.
Identifies potential issues that could adversely impact End User experience and follows through on action steps.
Strives to meet all Client SLAs & Customer Satisfaction Goals.
Basic installation and maintenance of technical products.
Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
Installs, maintains and optimizes desktop /notebook configurations.
Diagnoses and resolves product performance problems.
Performs maintenance and repair services.
Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
Instructs customers in the operation and maintenance of the system.
5+ years experience in servicing/deploying computer equipment
Current A+ and/or Dell hardware certifications preferred.
Must have proven customer service background.
Individual will be knowledgeable of Windows operating system environment.
Able to comprehend and follow verbal and written technical instructions and scripts.
Certification in various hardware platforms may optionally be required for servicing hardware issues.
Individual must have ability to receive calls during the normal business day and after hours.
Physically able to lift and move Enterprise and Client technology hardware in our customer environment
Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution. Excellent interpersonal skills and ability to work collaboratively in a team environment.
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.