Technical support Technician

• Provide scheduled and as necessary IT Service Window Coverage, distribute, and collect wireless equipment.

• Complete final configuration of smartphones and laptops, and other information technology equipment, as necessary.

• Assist with walk-ins for all types of Mobile technology issues.

• Process and collect documentation as required, including signature.

• Reactivate wireless service for staff returning from leave.

• Identify, diagnose, and resolve Tier II technical problems related to personal computer hardware, software applications, and mobile devices at assigned site(s)

• Deliver, setup, and configure end-user desktop & laptop computer hardware, software, Printers, Smart Phones, iPads, tablets, and peripherals.

• Escalate problems (when required) to the appropriately experienced technician.

• Learn appropriate software and hardware used and supported by the organization.

• Assist in maintaining an inventory of IT hardware and software assets.

• Assist in evaluating new technology.

• Conduct end user technical training as needed.

• Assist other members of the Technical Operations team with hardware/software/network technical assistance as needed.

• Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements.

• Handle the moves which requires uninstall/install, lift and pack/unpack Desktop Computer equipment with peripherals.

• Handle the disposal of the end-of-life equipment by following ACS’ standard procedures.

• Field support calls and the emails related to IT support.

• Use Service Desk software to manage and prioritize assigned workload and update the problem tickets with detailed resolution.

Vendor Qualifications

• Working knowledge to install, configure & troubleshoot: Microsoft Windows 10, O365, Outlook/Exchange, Project, Visio, IE, Printers, desktop/laptop hardware components.

• Experience configuring and supporting Tablets, Smart phones etc.

• Knowledge of remote desktop access software preferably Bomgar to troubleshoot issues remotely.

• Working knowledge of Local and Wide Area Networking; Experience and knowledge of Microsoft Windows Server

• Knowledge of approaches, tools, and techniques for recognizing and resolving technical (hardware, software, application) problems

• Certified in either A+, MCP or MCSE

• Strong interpersonal skills, problem solving and customer service skills.

• Ability to multitask and perform in a high-paced/high-pressure environment.

• Ability to work independently or within a group to resolve an issue.

• Ability to communicate with different levels of the organization.

• Strong team player with service-oriented attitude and customer focus.

• Ability to provide effective and efficient real-time support for a variety of desktop computer users.

• Proven experience with solving computer related issues via the phone or remote desktop