Client Technical Support Senior Associate job – NTT DATA Federal Services – College Park, MD

Client Technical Support Senior Associate

NTT DATA Federal Services

439 reviews


College Park, MD

NTT DATA Services Federal Government, Inc. is seeking a talented Client Technical Support Senior Associate in College Park, MD. The Client Technical Support Senior Associate is responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary.

Role Responsibilities:

  • Capture and document incoming help desk calls
  • Resolve help desk calls within documented guidelines
  • Communicate and escalate technical issues
  • Encourage and maintain positive employee culture of good communications, customer care and continuous improvement within team members
  • Consistently apply customer service best practices
  • Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures as necessary
  • Accurately and thoroughly documenting all incidents into the ticketing system and determine priority based on problem information and documented guidelines

This position requires being able to work any shift between 6:30am to 6pm (8 hour shifts). The Client Technical Support Senior Associate will support both the College Park Maryland location and also a facility in downtown Washington DC.

Basic Qualifications

  • 1 year of experience with a ticketing system
  • 1 year of troubleshooting experience and resolving reported incidents remotely
  • 1 year of customer service experience
  • 1 year of service desk operations experience to include service requests, incidents, and projects
  • 1 year of experience with hardware and software support

Desired Qualifications

  • A+ Certification
  • Ability to work with all levels of the company
  • Willing to learn new skills
  • Professional work attitude and work ethic

Education

  • Must possess a High School diploma or GED

Experience

  • Must have a High School diploma or GED and 3 years of general IT support or Undergraduate Degree and at least 2 years of relevant experience

Physical Requirements

  • must be able to lift 25 pounds
  • may be required to bring equipment to customer’s desk
  • must be able to crawl under desks

Hazards

About NTT DATA Services

NTT DATA Services Federal Government, Inc.is a leading business and IT services provider and global innovation partner, and part of the NTT DATA Services family of companies, with 80,000 professionals based in over 40 countries. NTT DATA Services combines global reach and local intimacy to provide premier professional services, including consulting, application services, business process and IT outsourcing, and cloud-based solutions. NTT DATA Services is part of NTT Group, one of the world’s largest technology services companies, generating more than $100 billion in annual revenues, and partner to 80% of the Fortune Global 100. Visit www.nttdata.com/americas to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a range of businesses and government agencies.

Equal Opportunity Employer Policy

NTT DATA Services, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.

439 reviews

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About secureteam

secureteam
A Computer Programmer whose articles got mentions from the likes of The New York Times, Kissmetrics and AllTopStories. He writes articles, novels and poems; spends most of his time reading everything he could get his hands on. He is currently pursuing his Masters from The University of Illinois and holds a Bachelors in Electronics Engineering from the University of California. He is a programmer, a motivational writer and speaker.

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