We are currently seeking a SCA Personal Computer Support Technician to join our team in Batavia, Illinois (US-IL), United States (US).
Job Summary: The primary responsibility of the Computer Support Technician is to provide Deskside end-user support and service request support to both the customer and the Desktop Support Team. 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.
Jobduties:- Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded
- Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework)
- If unable to repair on initial visit, validate the user's problem and provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired
- Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate and wherever available in the repair customer issues within target time limits
- Provide customer with regular communication regarding status of repair/install including notification when repairs are complete
- Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.
- Appropriately document all required information into the call tracking system
- Complete site-specific preventative maintenance checklist
- Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints
- Meet required productivity expectations, including Technology Services metrics
- Meet all performance service level targets
- Make every attempt, when appropriate, to resolve service requests remotely.
- Partner with team members to communicate new solutions and assist other technicians when call volume is low
- Demonstrated including a solid working knowledge of PC operations including hardware, operating systems, and network settings
- Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.
- CompTIA A+ or equivalent or ability to attain within 3 months of your hire date
Basic Qualifications:- Minimum 3 years of IT Service Experience
- Minimum 3 years of PC & MAC OS support experience, diagnostic/troubleshooting, and repair.
- Minimum 3 years of experience with equipment, software installation and upgrades
Preferred Qualifications:- IT Certifications to include CompTIA, Microsoft, or Apple Certifications
NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $66,476 - $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.
