[Hiring] Sr Helpdesk Agent @NTT DATA Services

Role Description

We are currently seeking a Sr Helpdesk Agent - Remote to join our team in Aiken, South Carolina (US-SC), United States (US). This remote role is for an overnight shift working between the hours of 6pm – 6am CT.

• Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.
• 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.
• End user support-Service Now-Ticket Creation
• End user support-Application Support-ITSM-Incident, Request and Change

Qualifications

• 1+ years of experience in a technical (Level 1) support role

Requirements

• Call center experience
• IT Proficiency
• Experience with end user support
• Knowledge of Windows operating system
• Experience with network connectivity troubleshooting, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands
• History of excellent attendance and customer service skills

Remote Working and Technology Requirements

• To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.
• NTT DATA will provide a computer and headset for remote work.
• Employees are responsible for the care and security of all equipment provided.
• Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
• A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden.

Technical Performance and Issue Tracking

• Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
• Remote employees must adhere to all technical support procedures and protocols.
• Chronic connectivity issues or recurring downtime that impede job performance may result in the remote status changing to onsite.

Remote Workspace

• Employees must have a dedicated, professional workspace conducive to servicing customers.
• The workspace must be a permanent, unencumbered location used daily for work.
• Employees must work with minimal distractions that do not interfere with business operations or service delivery.
• Employees must work from the same location consistently unless prior approval is obtained.

Compensation and Benefits

• The starting pay range for this remote role is $18 - $19/hour.
• This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution.
• Flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.