Helpdesk Associate

NTT DATA Services strives to hire exceptional, innovative and passionate freelancer 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 freelance Helpdesk Associate to join our team in Lincoln, Nebraska (US-NE), United States (US).

As a Technical Support Associate, you will provide basic technical support to the client’s desktops & laptops via the phone, email and remote tools. Those issues that you are unable to resolve will be escalated to other internal employees such as desktop support, network & server support, as well as messaging support groups. The support that we offer our clients is 24 hours, 7 days a week. Therefore night and weekend work may be required.

• This position can be performed from a remote home office. The hours for this position will be Eastern Time Zone.

What you are expected to do.

• 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
• 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
• 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
• Partners with employees to obtain resolution to complex technical issues
• Performs quality audits