Service Desk Analyst
Arlington, VA

Job Description

Req ID: 41073

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

NTT DATA Services currently seeks a Service Desk Analyst to join our team in Arlington, Virginia (US-VA), United States (US).

Roles and Responsibilities:

* Provide telephone and remote control based end user support for all aspects of end user computing devices e.g. workstation, cellular phone, tablet, printers, external storage, remote access, etc.
* Provide support for multiple operating systems and versions, e.g. Windows, Mac, iOS, etc.
* Provide support for end user computing applications including but not limited to O365, MS Office Suite, Adobe, multiple internet browsers, and secure VPN clients
* Provide troubleshooting support for connectivity to client network and/or cloud based resources as well as general internet connectivity
* Apply, help define, and/or mature standards, processes, policies concerning account management and security
* Create, update, and manage to resolution end user support ticketing system support tickets with comprehensive documentation within each ticket of work performed in order to meet or exceed SLR requirements
* Create/configure encryption keys for encryption and secure access
* Onboarding of users including initial configuration, setup, and deployment, working closely with other internal departments
* Employ, communicate, and assist end users with but not limited to web use policies, data management, rules of behavior, etc.
* Participate in train-the-trainer sessions provided by the product vendors as directed by management
* Performs account management as needed
* Performs end user troubleshooting and remediation for any/all issues, including but not limited to secure browsing, printing, network access, patching and patching compliance, etc.
* Perform tasks related to on-boarding/off-boarding users as assigned by ticketing system
* Coordination with vendor technical support for escalated user issues
* Support and perform monitoring of logs, usage, access, etc.
* Installing and configuring COTS software, in-house applications, and approved 3rd party applications as needed
* Tracking and support of licenses and maintenance, to include renewals and upgrades, where applicable
* Support and participate in pilot/deployment efforts as directed by management
* Responsible to fully document assigned tickets to show all work performed in order to pass SLRs
* Responsible to verify/update accurate CMDB entries for created and/or assigned tickets or tasks

Qualifications:

* US citizenship is required
* Associate's degree plus 2-4 years of experience. Education substitution for each year of degree required 2 years of experience may be substituted
* Commitment to proper and complete notes ("tell the whole story") documentation within each assigned support ticket
* Ability to manage multiple assigned tickets, involving potentially multiple support departments, ensuring resolutions within SLRs timeframes and guidelines
* Excellent working knowledge of overall personal computing hardware and software
* Experience installing, migrating, and configuring Enterprise-imaged new computers
* Commitment to provide world-class support to end users and the ability to interface effectively with non-technical users
* Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure
* Excellent time management skills and ability to multi-task, prioritize with attention to detail
* Excellent interpersonal and communication skills with the ability to interact effectively with others

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

About NTT DATA Services

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.

NTT DATA, Inc. (the "Company") is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.