Associate Service Desk Technician

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POSITION SUMMARY: BASIC FUNCTION

Provide customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x NOC environment and act as escalation point for Service Desk Technicians.

Working at NTT

ESSENTIAL DUTIES & RESPONSIBILITIES
• Answers company operator calls and direct them to the appropriate person.
• Takes initial telephone or email inquiries and troubleshoot and manage hardware, software or network problems with users.
• Records required customer and problem information, updating records with appropriate journal entries of activities.
• Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Provides corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software, telecom, and communication services with support from Service Desk Senior Analysts.
• Coordinates with third party vendors to provide the best possible product & support to end users.
• Performs software, hardware and firmware upgrades as necessary.
• Thoroughly documents steps taken to resolve incidents.
• Assists in the management of asset lifecyle activities.
• Maintain printer and copier supplies.
• Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution.
• Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
• Documents support procedures.
• Participates in training and mentoring of Service Desk Technicians.
• Performs desktop software license management and inventory control.
• Acts as communication coordinator and situation manager during any critical incidents call bridge events.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES
• Good problem solving skills.
• Good troubleshooting skills.
• Good documentation skills.
• Proven ability to work independently.
• Ability to work well in a team environment.
• Ability to accommodate flexible work schedules.
• Ability to work in a fast paced environment.
• Strong customer service and interpersonal communication skills with a dedication to customer satisfaction.
• Type a minimum of 35 wpm.
• Technical knowledge of PC hardware, operating systems, and networking.

What will make you a good fit for the role?

EDUCATION & EXPERIENCE
• High school diploma or GED required.
• Associate degree or technical training school preferred.
• Minimum of 3 years experience.
• A+ and/or Network + certification a plus.
• PHYSICAL REQUIREMENTS
• Able to climb ladders and work on raised platforms.
• Able to hear and speak into a telephone and 2-way radio.
• Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
• Ability to work in confined spaces.
• Requires ability to lift and carry objects weighing up to 50 pounds.
• Requires the ability to kneel, stand, walk great distances, climb stairs/ladders
• Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.

WORK CONDITIONS
• Typical data center work environment with varying temperatures and loud noises.
• Extensive daily usage of a computer or workstation.
• Work on site; no telecommuting.

SPECIAL REQUIREMENTS
• May be required to work second and third shifts on occasion, or as scheduled.
• Must possess a current, valid state-issued driver's license.

This position requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend will be provided to cover expenses incurred for using a personal device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Hourly base salary for this position is $27.30 - $35.00 and is eligible for overtime pay in accordance to local state and federal 'Wage and Hour' requirements. A shift differential may be added to compensate for hours worked outside of regular business hours.

All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.

Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and k retirement plan to create a rich Total Rewards package