NTT DATA · 17 hours ago
Tier 1 Help Desk Analyst
Alexandria, VA
Full-time
Hybrid
Entry Level
2+ years expNTT DATA is seeking a Tier 1 Help Desk Support Specialist. This role provides exceptional customer service and technical support for a diverse computing environment and requires strong communication skills and a customer-centric approach.
Application Performance ManagementCloud ManagementEnterprise SoftwareInformation Technology
No H1B
Security Clearance Required
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
NTT Data specializes in SAP services for enterprises and offers IT consultation, application and cloud management, and SAP implementation.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Kumar Srinivas
CTO, Health Plans
George Warman
Vice President - CFO Enterprise Services
Recent News
2025-10-06
2025-10-06
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