NTT DATA North America · 1 day ago
Tier 1 Help Desk Analyst
Alexandria, VA
Full-time
Onsite
Entry Level
2+ years expNTT DATA is a leading business and technology services provider, seeking a Tier 1 Help Desk Analyst to join their team. The role involves providing exceptional customer service and technical support, diagnosing and resolving technical issues, and ensuring effective communication with users.
ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management
No H1B
U.S. Citizen Only
Responsibilities
Provide first-level technical support via phone, in-person (walk-in), and other communication channels (e.g., email, chat). Greet customers professionally and courteously, actively listening to their issues and concerns
Diagnose and resolve common technical issues such as Password resets and account unlocks
Basic workstation remediation (e.g., restarts, software troubleshooting)
Application installation and basic troubleshooting
Hardware troubleshooting and basic remediation
Accurately document and escalate complex or unresolved issues to Tier 2 support, the E-business team, or other appropriate teams, ensuring a seamless handoff and minimizing downtime for the end-user
Log and track all support requests in the CRM/ticketing system (e.g., ACD system), meticulously documenting the issue, troubleshooting steps taken, and resolution. Adhere to incident management procedures and SLAs
Process and fulfill standard service requests, such as software installations, account creations, and access requests
Provide basic support for mobile devices (e.g., setup, configuration, troubleshooting connectivity issues)
Knowledge Management: Contribute to the knowledge base by documenting solutions to common problems and updating existing documentation as needed
Workstation Management: Assist with workstation patching, testing, and other desktop engineering tasks as directed
Qualification
Required
High School Diploma or equivalent
Minimum 2 years of professional experience
Ability to obtain a Public Trust Clearance
Preferred
A+ Certification or other relevant technical certifications
ITIL v4 Foundations or equivalent
Company
NTT DATA North America
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
John Barr
Vice President - Insurance Strategy
Recent News
2025-12-05
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