Help Desk Analyst with Secret Clearance

Req ID:309944

NTT DATA 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 Help Desk Analystto join our team in Washington, DC, United States.

Diagnoses and troubleshooting Level 1 and 2 problems encountered with personal computer hardware, software and peripherals. Advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Diagnoses and troubleshoots Level 1 and 2 problems encountered with personal computer hardware, software and peripherals.

Job Duties:

• Answers the help desk line and responds to users' requests regarding computer systems.
• Acknowledges receipt of all user requests within defined service levels. Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. Maintains user information and documentation.
• Participates in ensuring that client requests via the ticketing system are managed to closure.
• Delivers results in support of achieving the organization's service level agreements.
• Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems.
• Prioritizes work based on time and complexity requirements.
• Exercises sensitivity to due process and proper pacing.
• Routes clients when appropriate to proper support queues.
• May identify opportunities for process improvements that contribute to the achievement of business metric goals.
• Solves problems consistently and completely with minimum supervision.
• Engages the required resources to ensure the client expectation is exceeded in a timely manner.

Basic Qualifications:

• BA/BS degree orequivalent combination of education and work experience.
  • High School Degree/GED and 4 additional years of experience equal Bachelors Degree.
• Minimum of 2 years of experience diagnosing and troubleshooting problems encountered with personal computer hardware, software and peripherals, and advising and assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology.
• Must have a valid Security+ Certification
• Active Secret Security Clearance

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata.com

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