Desktop Services Technican

NTT DATA Services currently seeks a Desktop Services Technician in downtown Los Angeles, CA. This is a Temporary Employment opportunity anticipated to run through 06/06/24, however, we always attempt to extend or convert to regular employment based on business conditions and performance. Because this position is in a hospial environment, certain vaccinations are required.

Desktop Services Technician - Los Angeles, CA - 24-00312
Open to W2 candidates currently
3-4 month project
Medical facility/Vaccinations required

Job Description:
Essential Key Job Responsibilities

• Provides desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity.
• Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as subject matter expert for at least one device type.
• May be assigned to one or more projects as a project team member.
• Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of the devices.
• Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity. Utilizes previous experience to reach resolution and will contribute to knowledge management system(s).
• Escalates issues when necessary.
• Responds to customer requests received via the Service Management application. Fulfills requests of moderate to high complexity. Interacts with the customers in a courteous and professional manner.
• Assists in the maintenance of and enters appropriate data into the device asset management system and the knowledge management systems to capture knowledge and work processes.
• Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including purchasing and deployment of new devices. Identifies potential issues that could adversely impact end-user experience and takes corrective action. Participates in low complexity local and enterprise projects. Participates in on-call rotation and provides on-call support.
• Performs proactive maintenance on devices. Participates in the "smart hands" program to assist other IT functional areas when needed.
• General knowledge of Operational Level Agreements (OLAs) and always works within those metrics.
• Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management.
• Understanding and adherence to policies and procedures. Contributes to new or modified policies.
• Provides guidance, training and problem solving assistance to other team members.

• Associate degree or technical institute degree/certificate preferred.
• 2-4 years of experience in the service industry.
• Solid customer service skills required.
• Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules.
• Healthcare experience preferred.
• Google Suite experience preferred.