Field Services Technician

Req ID: 310818 

NTT DATA 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 Field Services Technician to join our team in Lemont, Illinois (US-IL), United States (US).

Job Summary:

The primary responsibility of the Field Services Technician is to provide Deskside end-user support and service request support. IT Support will require in-depth knowledge of PC and 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 technician is the principal owner of the service request and the customer’s overall satisfaction. Work is managed and tracked through ServiceNow and measured through Service Levels. The Field Service Technician Analyst is the principal owner of the service request and the customer’s overall satisfaction.

 

Job duties: 

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
• Demonstrated solid working knowledge of PC operations, including hardware, operating systems, and network settings
• Troubleshoot the system problem and complete repair promptly and efficiently, ensuring minimal recurrence of the problem. 
• Effectively use remote assistant tools, knowledge base, and other tools to diagnose appropriately and wherever available to repair customer issues within target time limits.
• Provide the customer with regular communication regarding the status of repair/installation, including notification when repairs are complete.
• Appropriately document all required information in the call tracking system.
• Escalate the service request to the appropriate IT support for resolution if a problem cannot be handled within provided time constraints.
• Partner with team members to communicate new solutions and assist other technicians when call volume is low
• Contribute to the knowledgebase through research of articles, and training courses attended on the job learning, etc.
• Contribute to the knowledgebase through research of articles, and training courses attended on the job learning, etc.
• Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.
• Experience with ITSM, Ticket Management, and ITSM tools such as ServiceNow or equivalent 

 

Basic Qualifications:

• Bachelor’s degree or equivalent combination of education and work experience
• Ability to obtain Public Trust Clearance
• Minimum 1 year of documented IT Service experience in an enterprise environment
• Minimum 1 year of administrative experience to include: Microsoft Active Directory, Exchange, and System Center Configuration Manager (SCCM)
• Minimum 1 year of PC support experience to include:
• • Diagnostic/troubleshooting
  • Equipment repair
  • Software installation/upgrades

 

Preferred Qualification: 

• IT Certifications: Microsoft, Linux, RedHat, Apple, or equivalent  
• CompTIA IT-related certification or equal or ability to attain within three mont