Scope of Work

• 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 • Use remote access software to troubleshoot technical problems or assist staff members.

Mandatory Skills • 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.