Req ID: 386933

We are currently seeking a IT Desktop Support Technician II to join our team in Arlington, Virginia (US-VA), United States (US).

Job Summary:

The Desktop Support Technician II provides specialized support for Prisoner Enrollment and Verification Stations (PEVS) within Mission and Site Support Services under the Service Delivery Line of Business, focusing on maintaining PEVS systems including PCs, fingerprint scanners, flatbed scanners, digital cameras, signature pads, and printers to ensure they are operational and support the Prisoner Operations Division with minimal disruptions. Leveraging expertise in hardware maintenance and diagnostics for PEVS systems, along with proficiency in Tier 2 troubleshooting and repair excluding parts costs, this role conducts diagnostics, attempts repairs, and replaces faulty devices with government furnished equipment (GFE), configuring them to maintain service levels. Installs devices as part of managed services, while handling asset disposition per government requirements and exercising warranty activities for manufacturer-covered devices. Strong problem-solving skills, familiarity with warranty management and vendor coordination, ability to configure, install, and test new hardware and applications for PEVS, combined with experience in MACD processes and excellent customer service skills, enable proactive monitoring, timely on-site or remote assistance, and alignment with comprehensive IT support goals to maximize productivity across sites.

Job Duties:

- Expertise in hardware maintenance and diagnostics for PEVS systems
- Proficiency in Tier 2 troubleshooting and repair
- Familiarity with warranty management
- Strong problem-solving skills
- Experience with MACD (Move, Add, Change, Delete) processes
- Excellent customer service and communication skills

Basic Qualifications:
- Minimum 5 years of experience with roles/responsibilities related to customer service or processing/intake of persons.
- Bachelor's degree, One-and-one- half (1.5) years of additional experience can substitute for one (1) year of a typical degree program.
- Ability to obtain a Public Trust

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $66,572 - $99,858. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.