Description
Summary/Objective
This position is primarily responsible for driving high levels of customer satisfaction in delivering Tier1 IT services by providing one to one support via ticketing system, phone, and deskside direct support. This position will be required to analyze, research, resolve and document Tier1 IT supportable issues on desktop computers and mobile devices while providing quality customer service. The person filling a PC Technician III position will be expected to display a high level of independent problem solving skills and should be able to deep dive to resolve complex issues in addition to being broadly experienced. The person in this role must be able to time manage and deliver projects on a deadline while keeping up with the daily workflow.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide EXCEPTIONAL customer to ACA customers, while adhering to ACA Guiding Principles.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Install, modify, and repair computer hardware and software.
- Install computer peripherals for users
- Collaborate with other groups during a production outage and bridge call situation
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Remotely access hardware or software for clients to make changes and fix problems
- Excellent teamwork in an Agile environment
- Document tickets as per process and maintain and add to the Service Desk Knowledge Base articles.
- Communicate with customers from start to finish of all end user issues while maintaining ownership of said issues
- Asking probing questions to determine the nature of an issue and walking customers through problem-solving activities with an eye to resolving as many issues as possible at Tier1 level.
- Self-driven individual who can produce solid documentation around the procedures and leverage existing documentation to resolve issues quickly, meeting our SLA’s
- Taking the initiative in supporting your fellow techs and capitalizing on opportunities to share your knowledge with the team.
- Present professionally as the Face of IT
Qualifications
- 0-2 years’ experience ServiceDesk, remote, desk side and end user IT phone support
- Ability to demonstrate deeper working knowledge of Active Directory, Microsoft Windows and basic networking appropriate to resolving Tier1 issues quickly and efficiently.
- Knowledge of when to escalate and proactively working with Tier2 to get issues resolved.
- Proven experience completing projects on deadline while maintaining your day to day.
- Must possess a strong ability to multi-task and work in a deadline driven environment.
- Must possess the skills to synthesize information, distill relevant facts and reach logical conclusions.
- Must possess excellent interpersonal, written, and verbal communication skills.
- Must have a positive attitude and the drive to seek constant improvement.
- Must have strong organizational skills.
- Excel skills as they relate to comparing and displaying data preferred.
- ITIL experience as it relates to the desktop is preferred.
Supervisory Responsibility
This position does not have supervisory responsibility.
Work Environment and Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is required to lift at least 50 pounds and have the mobility to keep the storage areas orderly and floors cleaned of IT clutter.
Position Type/Expected Hours of Work
This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed including on-call coverage rotation. Occasional night or weekend work for special projects.
Travel
This position will require up to 5% local travel.
EEO Statement
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.