Field Tech Analyst at NTT Data Services in Arlington, Virginia

Job Description:

Job Description
Job Description:

• Responsibilities include performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low-to-moderate installation of IP phone handsets including network drops, and moderate troubleshooting of technical issues on desktop/notebook computer equipment.


• This position will be a remote/Onsite Client based position. This role may have light travel up to 10% to customer campus / remote sites.

• Provide customer service to a large end user base onsite at customer's location in regards to computing functionality, questions, diagnostics, assistance and consultations in one on one or group situations via in person, phone, email and video conferences, etc. Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.


• Desktop, Laptop, printer and attached peripherals break/fix including hardware and software. Diagnoses and resolves product performance problems using advanced tools / technical knowledge to remediate customer problems and conduct scheduled installs. Performs troubleshooting, parts replacement, and repair on desktops / notebooks, printers, and attached peripherals


• Desktop, Laptop, printer and attached peripherals installation & maintenance including hardware, software and consumables. Maintains and optimizes desktop /notebook configurations at customer sites. Performs system upgrades and advance deployment


• Ticket and workload management utilizing customer provided ticketing system. Service Now


• Asset management tracking and documentation, SCCM system


• Cisco Jabber, AirWatch-User Setup, Secure Texting, Zebra/Android, Tablet's, Telephony Support(VOIP)


• Computer peripheral and software inventory


• May receive calls after normal business hours. 24x7 On-call rotation in some locations


• Performs Smart Hands assistance on servers, network and infrastructure equipment


• Identifies potential issues that could adversely impact end user experience and takes corrective action


• Process Improvement. Provides technical feedback on technical process issues to improve overall service delivery


• Works independently with attention to details, processes and procedures


• Skilled specialist who completes tasks in resourceful and effective ways

• 3+ years desktop/technical support experience