Field Tech Associate

Field Tech Associate

Req ID: 263011

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 Field Tech Associate to join our team in Hackensack, New Jersey (US-NJ), United States (US).

This role requires working onsite daily at our client's facility and requires employee to be fully vaccinated on or before start date to the extent required by applicable law.

This position will be working mainly in Hackensack but from time to time must be flexible to work in other locations. Rotating On-call/holiday and occasional weekend support

The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivering a high level of customer service.

Job 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.
• Provide customer service to a large end user base onsite at customer's location regarding 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.
• Diagnoses and resolves product performance problems using advanced tools / technical knowledge to remediate customer problems. Ability to identify issues caused by firewall, proxy, or anti-virus software.
• Break/Fix (Hardware and Software) -Performs troubleshooting, parts replacement, and repair on desktops / notebooks, printers, and attached peripherals. Diagnoses and resolves product performance problems using advanced tools / technical knowledge.
• IMAC - Desktop, Laptop, printer and attached peripherals installation & maintenance including hardware, software, and consumables.
• Ticket and workload management utilizing customer provided ticketing system.
• Physically able to lift and move hardware.

Basic Qualifications:

• Must have at least at least 1 year of experience desktop support experience including:
• Hands on experience with workstation hardware, including assembly, troubleshooting and components replacement.
• Hands on experience with installation, configuration and troubleshooting Windows operating systems, MS applications (office), Antivirus programs, Browsers.

Preferred Skills:

• MS Windows, MS Office, Google Workspace knowledge, ChromeOS, IOS, Citrix client
• Motivated technician with proven troubleshooting skills
• Proven customer service skills - Must be able to effectively communicate with customers over the phone, in person and via email while providing excellent customer service.
• Must be able to effectively multi-task and work in a dynamic, fast-paced team environment.
• Familiarity with workgroup and domain environments
• Windows 10 / ChromeOS / Cloud Ready Deployments
• Active Directory - Computer management
• Imaging, software push using Ivanti LANDesk
• Work with vendors to help troubleshoot and resolve vendor supported applications and hardware (liaison between end user, vendor, and other support towers)
• Smart hands for specific support towers. Provide boots on ground for outages and major incidents and follow directions provided by advanced support towers (Epic, Citrix, Network, Server, Cyber, Enterprise applications)
• Break-fix/Install - thin clients, mobility devices, desktops / laptops, Chrome devices, peripherals (signature pads, scanners, credit card machines)

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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.