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Help Desk Analyst

Req ID: 31326 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Help Desk Analyst to join our team in Rockville, Maryland (US-MD), United States (US).



The Service Desk Analyst provides technical phone support for an extremely diverse biomedical research institute consisting of 4,000 users in a Windows/Macintosh environment.


Duties include troubleshooting and resolving technical issues via phone when possible, logging and dispatching trouble tickets, creating and managing Active Directory accounts, imaging PC/Macintosh laptops. We are looking for strong customer service oriented people with some experience in Windows operating systems and/or Mac experience. The candidate must have strong communication skills, the ability to work well with demanding users and enjoy working in a challenging environment.


Essential Duties:

  • Troubleshoot technical issues via phone attempt first call resolution
  • Escalate tickets as needed to supervisor or appropriate team
  • Create, categorize, and dispatch tickets to appropriate team using the RemedyForce ticketing system
  • Document new service desk processes or procedures
  • Create and maintain service desk SOP documentation
  • This position supports the NIAID division of the NIH and is for a candidate who enjoys challenging work.
  • The candidate would be part of team of help desk analysts who would answer phone calls and tickets for IT assistance for 4,000 customers in both Windows and Mac environment.
  • Provide technical assistance and support for incoming incidents/service request and issues related to computer systems, software, and hardware over the phone (as needed)
  • Respond to email messages and voicemail messages for customers seeking help.
  • Create, categorize, and dispatch tickets to appropriate team using the ticketing system.
  • Follow service desk processes and standards.
  • Work with technical support staff to document processes and procedures.
  • Assist with maintaining and updating the IT Knowledgebase.
  • Candidate must be able to be proactive in identifying potential issues and bringing those to management.

Required Qualifications:

  • 1-2 years customer service support experience
  • 1-2 years’ Service Desk | Help Desk experience
  • Good communication skills both verbal and written
  • Some IT experience.
  • Desire to learn new technologies.


Desired Qualifications:

  • Knowledgeable of ITSM and ITIL processes (Incident Management, Knowledge Management, Service Request; etc.)
  • Both Windows and Mac experience is preferable.
  • Experience in some sort of ticketing system.


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


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, gender identity, 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.




NTT Data, Inc.
Full time
Rockville, MD 20847, US