Desktop Support Specialist

Req ID: 207381

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Desktop Support Specialist to join our team in Fort Washington, Pennsylvania (US-PA), United States (US).

The Field Tech Specialist is responsible for leading the work of application support in delivering a wide range of basic to complex IT support services which span the full product and service offerings. The Lead serves as a customer advocate and liaison between multiple IT groups for operational support activities of new and existing services across the IT service portfolio. The responsibilities include advanced application support, problem management, support training and mentoring, managing and resolving incidents, and responding to service requests. Participates and provides technology-specific support to project teams. Skilled in providing informed technology consulting services, while also maintaining support standards and practices. Dynamically adapts and eagerly cooperates with other members of the IT team to address shifting needs, priorities, and technology trends. This is an extremely public position, requiring regular, effective communication with the IT team and business and service owners.

Job Responsibilities:

• Provid SME level PC support for heavy use BuildPro departments within the client's environment
• Provide strategic leadership and planning for technical support of Client end user devices
• Utilizes ITIL standards for Incident, request, configuration, change and problem management.
• Key member of the IT team responsible for providing technical support to teams within the organization, and to field clients when required.
• Daily responsibilities include (but not limited to) maintaining and updating technical documents and procedures, ensure effective front-end and back-end functionality of applications, and deliver regular and customized training to teammates.
• Consult with software development team, internal users, and clients to improve application performance and establish the root causes of application errors and escalating serious concerns to relevant senior engineers.
• Assisting with systems integration and managed ticketing query systems to ensure comprehensive database of incidents.

• Data gathering on integration issues and vulnerabilities to report all findings, including improvement recommendations.
• Experience working with the following:
  • o ServiceNow: Environment configuration incident and problem resolution, change management
  • o BuildPro: Problem resolution, data integration, failure correction, user access administration
  • o JD Edwards World: Data flow maintenance, organization reporting, application association, troubleshooting
  • o Feith Systems: User administration, internal document management, and data extraction
  • o Salesforce Sales Cloud: Environment administration, site content changes, problem resolution
  • o Microsoft SharePoint: Sales site document repository management, document library troubleshooting

Basic Qualifications:

• 5 years of experience in desktop support

Preferred Skills

• Experience with ServiceNow, BuildPro, Sharepoint, Feith Systems, SalesForce Sales Cloud and JD Edwards
• Proven customer service background
• Knowledgeable of Windows Operating System environment
• Must be able to comprehend and follow verbal and written technical instructions and scripts
• Good verbal and written communication skills
• Physically able to lift and move Enterprise and Client technology hardware in our customer environments
• Excellent interpersonal skills and ability to work collaboratively in a team environment
• Basic customer interaction skills
• Strong troubleshooting skills

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Nearest Major Market: Philadelphia
Job Segment: Technical Support, Cloud, Consulting, Developer, Sharepoint, Technology