Desktop Support Technician at NTT DATA Corporation in Boston, Massachusetts

Posted in Retail 7 days ago.





Job Description:

Req ID: 110796

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).

Responsibilities:

  • Advanced hardware diagnostics
  • Provide in-warranty hardware break/fix activities on all Dell PC and Laptop models, including but not limited to:
    • Motherboard replacement
    • RAM upgrades
    • Hard drive replacement
    • Monitor replacement
    • BIOS upgrades
    • Firmware updates
  • 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.
Required Qualifications:

  • 5+ years experience in servicing/deploying computer equipment
Desired Qualifications:

  • 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.
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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.