Tier 3 Help Desk- US Citizen

Req ID:317017

NTT DATA 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 Tier 3 Help Desk- US Citizen to join our team in Washington DC, District of Columbia (US-DC), United States (US).

Position's General Duties and Tasks:

We are looking for a skilled Senior Helpdesk Technician to support our client in delivering enterprise services to approximately 10,000 users across multiple government agencies in a no-fail, globally accessible environment. This role operates within the Information Systems Division (ISD), providing Tier 2 technical support and network monitoring to ensure seamless operation of critical services like email, instant messaging, and mobile device management for a worldwide user base. The contractor delivers Tier 2 through 4 support to maintain service availability 24/7/365. Key responsibilities include:

• Respondingto end-user inquiries and technical issues related to hardware, software, and network connectivity in a timely manner.
• Troubleshootingdesktop, application, and network problems to identify root causes and implement effective resolutions.
• Configuringuser accounts, permissions, and client software to restore or enhance functionality for individual users.
• Monitoringnetwork performance and system alerts using tools like Orion Solarwinds to proactively address potential disruptions.
• Trainingusers and junior technicians on software tools, security best practices, and issue-reporting procedures.
• Documentingincident details, resolutions, and recurring issues to improve helpdesk knowledge bases and support processes.
• Coordinatingwith Tier 3 and 4 teams to escalate complex issues while tracking progress toward resolution.

Basic Qualifications:

• High School Diploma or equivalent.
• Minimum 8 years of relevant experience supporting projects of similar size, scope, and complexity (e.g., Tier 2 helpdesk operations for 10,000+ users).
• Certifications: Compliance with DoD 8140 for Information Assurance Technician (IAT) Level 2 (e.g., CompTIA Security+, CCNA Security, or equivalent) is required at the time of hiring.
• Must be a US citizen who possesses a current Top Secret/SCI Clearance and is capable of receiving a higher level clearance.
• Must currently live a commutable distance to the client site in Washington, DC.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related discipline.
• Certifications: DoD 8140 IAT Level 3 compliance (e.g., CASP+, CISSP) and additional technical certifications (e.g., Microsoft Certified Desktop Support Technician, ITIL Foundation).
• Familiarity with Orion Solarwinds, enterprise problem management solutions, and supporting desktop email clients, instant messaging, or mobile devices.
• Experience developing and delivering technical training programs for end-users and support staff.

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About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata.com

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