Title : Technical Support Technician
Location : New York, NY (Onsite)
Normal Business Days/Hours: Monday – Friday (9:00am - 5:00pm includes one-hour unpaid lunch) - 35 hours work week.
Scope of Work
The candidate’s specific duties will include:
• Provide scheduled and as necessary IT Digital Center Coverage, distribute, and collect wireless equipment
• Complete final configuration of smartphones, Tablets, 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 require 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 emails related to IT support
• Use Service Desk software to manage and prioritize assigned workload and update the problem tickets with detailed resolution
Required Qualifications
• Working knowledge to install, configure & troubleshoot: Microsoft Windows 11, 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.
