Sr. Desktop Services Technician

**Explore a Thriving Career in the Greater Phoenix Area!** Join our dynamic team in the vibrant Greater Phoenix Metro Area, Arizona. Experience the excitement of working across multiple locations in this thriving area. **Job Description:** As a key member of our End User Services (EUS) Technical Support team, you will play a critical role in providing on-site and remote support for desktop, notebook, and mobile PC workstations, printers, and associated peripherals. Your responsibilities will include installation, maintenance, troubleshooting, and repair, as well as responding to incidents and fulfilling requests. You'll need to understand the business impact of hardware and system issues to set appropriate incident severity levels. + Lead a team of up to 6 resources, focusing on Epic Gold upgrades and deployment across various health locations in the Greater Phoenix metropolitan area. + Offer expert desktop hardware support and guidance for complex, enterprise-wide cross-functional programs or projects. + Guide the team in resolving complex hardware, software, and system problems. + Participate in multiple projects as a team member or leader, serving as a subject matter expert in various domains. + Collaborate with business and IT departments to support, maintain, and deploy desktop hardware and information support processes. + Ensure customer and production support needs are met by diagnosing and resolving complex issues while mentoring team members. + Address high-complexity customer requests, delivering exceptional service to facility administration and VIPs. + Maintain accuracy in the device asset management system and oversee team contributions to knowledge management. + Guide the team in handling issues, troubleshooting, purchasing, and deploying new devices, upgrades, fixes, and installations. + Utilize advanced principles to deliver end-user support and mentor team members with comprehensive knowledge of all desktop services aspects. + Interface with customers regarding Operational Level Agreements (OLAs) and monitor/report on deviations. + Engage with user community and business and IT stakeholders for Incident Management, Request Fulfillment, Problem Management, and Project Delivery of medium to highly complex enterprise-scale projects. **Qualifications:** + Associate degree, technical institute degree/certificate, or 5 years of relevant experience is required. + 5 years of experience in the service industry. + Healthcare experience strongly preferred. + Advanced customer service skills required. + Proficiency in Windows operating system environment, network printing systems, and Microsoft Office & Google Suite modules. + Previous Epic Gold experience strongly preferred. 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 at us.nttdata.com NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here. \#LI-NorthAmerica