Req ID: 393449
We are currently seeking a Senior Helpdesk Specialist to join our team in Washington, District of Columbia (US-DC), United States (US).
Job Summary: The Senior Helpdesk Support Specialistwill provide effective third-tier support to end users for PC, hardware, software, mobility, end user computing, or cloud-based applications under limited supervision. This role is primarily focused on addressing issues that surpass the capabilities of first- and second-tier helpdesk staff. The specialist will engage with network support services and software systems engineering and administration teams when necessary to restore end user services and to troubleshoot existing problems. In addition, they will closely monitor support incidents and resolve operational requests and difficulties. The contractor is responsible for recommending system and/or documentation modifications to enhance user experience, ensuring the maintenance of advanced technical skills in the IT field, and will act an escalation point more complex issues as required. The ideal candidate will also actively recommend SOP, Guide, and Knowledge artifact updates. Duties also encompass adhering to established service level metrics, delivering high-quality customer service, providing timely follow-ups to end-users, and thoroughly documenting all resolutions, communications, and progress notes in the ticket tracking system. Knowledge Base articles modernization is a constant team effort, and the ideal candidate will play an active role in recommending KB updates or corrections.
Job Duties: Helpdesk Support
- Provide senior support for end-users, addressing various end-user computing technical issues e.g., hardware/software problems, mobility issues, and printer malfunctions.
- Document all interactions, progress notes, and solutions in the ticket tracking system to maintain a complete and accurate record of user support activities.
- Perform any duties assigned by Team Leads and management.
- Assist with providing leadership and mentorship to the lower tier Helpdesk personnel.
Customer Service Excellence:
- Serve as a senior point of contact for IT-related concerns, ensuring effective communication and a high standard of the delivery of support services.
- Follow up with users to ensure that their issues have been fully resolved and that they are satisfied with the service provided.
Technical Problem Resolution:
- Identify, research, and resolve technical problems as they arise while working collaboratively with other teammates and specialists for complex issues.
- Escalate unresolved issues to and work with senior technical staff as necessary to ensure timely solutions.
Documentation and Standard Operating Procedures:
- Develop, maintain, and recommend comprehensive documentation for all Helpdesk activities, including processes, FAQs, and troubleshooting guides.
- Update the Standard Operating Procedures manual to reflect current practices and protocols in Helpdesk operations.
Inventory Management:
- Maintain and adhere to asset entry to achieve a comprehensive and accurate inventory of IT assets to ensure accountability and proper resource allocation.
- Conduct periodic checks and audits of hardware assets, documenting the status and ensuring maintenance records are up to date.
Training and Development:
- Participate in ongoing training sessions to stay updated on the latest technologies and improvements in Helpdesk support practices.
- Share knowledge with fellow staff members and help in their professional development.
Basic Qualifications: - Bachelor's degree
- Education equivalency: 4 years of experience
- Minimum 5 years of experience providing helpdesk support to include troubleshooting all IT related problems, including hardware/software, password and printer problems.
- Ability to obtain/maintain a Public Trust clearance
NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $64,944 - $97,416. 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.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use [redacted].com, [redacted].com and [redacted].nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
