Deskside Support Lead Technician

This role requires working onsite daily at our client’’s facility and requires employee get a Flu vaccination on or before start date to the extent required by applicable law.

• The Deskside Support Lead 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.
• 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 use advanced tools /technical knowledge to remediate client problems and conduct scheduled installations.
• Provide excellent customer service to a large end user base including VIP’’s 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. Provides technical feedback on technical process issues to improve overall service delivery.
• Ticket and workload management utilizing customer provided ticketing system. As a team leader, coach team members on proper ticket/workload management adhering to our internal processes. Conduct quality checks on the team’s ticket management performance. Address and remediate areas needed for improvement, escalating when appropriate.
• Backup for onsite supervisor and attend daily client meetings, ensure team meets training and other administrative task deadlines.
• Manage client escalations and provide continuous follow ups until resolution.
• Strong verbal and written communication skills
• General duties
• Windows /ChromeOS deployments
• Active Directory - Computer management
• Imaging using Ivanti Landesk
• Troubleshoot issues that may have been caused by firewall, proxy or antivirus software.
• Work with vendors to help troubleshoot and resolve vendor supported applications
• Smart hands for specific support towers
• Citrix / Epic - local device setting configurations for signature pads, scanners, credit card machines
• Support local nearby offices, flexibility for on-call/holiday and occasional weekend support, be able to travel to nearby campuses North Bergen, Central NJ campuses
• Physically able to lift and move Enterprise and Client technology hardware in our customer environments

Address Management, Administrative Skills, Apple iMac, Artificial Intelligence (AI), Business Services, Citrix Product Family, Cloud Computing, Coaching, Communication Skills, Consulting, Credit Cards, Customer Escalations, Customer Satisfaction, Customer Service Management, Customer Support/Service, Desktop PC, Ecosystems, Handsets, IP (Internet Protocol), Identify Issues, Legal, Microsoft Active Directory, Microsoft Windows Operating System, Network Operations Center, On Call, Peripheral Hardware, Presentation/Verbal Skills, Preventative Maintenance, Process Improvement, Research & Development (R&D), Sales Management, Service Delivery, Software Administration, Staff Requirements, Startup, Systems Administration/Management, Team Lead/Manager, Time Management, Vaccination, Videoconferencing, Willing to Travel, Writing Skills

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $27/hr - $33.42/hr. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.