IT Service Desk Analyst

at NTT Data Inc in Lemont, Illinois, United States

Job Description

NTT DATA Services strives to hire exceptional, innovative and passionate individuals 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 [[Service Desk Analyst]] to join our team in [[Lemont]], [[IL]], [[USA]].
Job Responsibilities Include
Service Desk Analyst's primary responsibility is to provide end-user Incident & Service Request support via phone, email, chat, and walk up.Support will require in-depth knowledge of PC and Mac Hardware, Desktop & Laptop Operating Systems, enterprise application administration& settings, high-level printer familiarity, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required. The Service Desk Analyst isthe principal owner of the service request as well as the customer's overallsatisfaction.

Service Desk Analyst Job Duties:
Development, document and maintenance of knowledge base for incident resolutionand request fulfillment using ServiceNow or equivalent.
Provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems.
Create and manage user accounts, schedule video teleconferences, create / maintain program distribution list and provide remote troubleshooting support to customers.
Installation, maintenance, deployment of enterprise-wide software and assist with fine-tuning system performance.
Provide input and update to standard operating procedures.
Participate in the organization's change management process.
Provide excellent customer service.
Participate in after-hour and weekend on-call rotation shifts
Contribute to the knowledgebase through research of articles, training courses attended on-the-job learning, etc.
Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.

Required Qualifications:
Argonne is a highly complex environment and as such a minimum level of experience for any junior position should be equal to or greater than the following:
Candidate shall present minimum skill/qualification level during interview
3+ years documented IT Service experience in an enterprise environment and a minimum of a bachelor's degree in a relevant area of study.
3+ years of progressive experience in the field of Information Technology, Service Desk Support, Provide Tier I/II system administration, contact and incident resolution for hardware, software, and applications
3+ years administrative knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM)

Desired Qualification:
IT Certifications:HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux,

DoD 8140 Security Certification
ITIL v4 certification or ability to attain within 3 months of your hire date
Endpoint security, DNS, DHCP, and IP experience
Experience with email systems, Networking, VPN
Proven ability to use scripting language (BASH, PowerShell, etc.)
Experience with Service Desk Incident Management Processes
Experience with ITSM, Ticket Management, and ITSM tools such as ServiceNow or equivalent
Proven ability to perform Information Processing and involve a range of hardware/software solutions
Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware
Excellent knowledge of technical management, information analysis, and of computer hardware/software systems

Certifications or experience may be accepted in lieu of college degree.

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About NTT DATA Services
NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems... For full info follow application link.

NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.