What are the responsibilities and job description for the Technical Support Analyst (L1) position at ACI Infotech?
Technical Support Analyst (L1)
Duration: Long-Term Contract
- Serve as the first point of contact for employees requiring technical assistance via phone, email, or ticketing systems.
- Respond to and troubleshoot basic hardware, software, and network-related issues.
- Resolve common support requests such as password resets, printer connectivity issues, software installations, and workstation setup.
- Document, track, and update support tickets in the IT ticketing system.
- Escalate unresolved or complex issues to higher-level support teams when necessary.
- Assist with new hire onboarding, including device configuration, deployment, and setup.
- Provide both remote and onsite technical support to office and warehouse personnel.
- Maintain accurate records of incidents, requests, and resolutions to support the internal knowledge base.
- Track and manage IT inventory, including laptops, desktops, monitors, keyboards, and peripherals using asset management tools.
- Receive and inspect incoming IT equipment shipments for accuracy and damage.
- Prepare, package, label, and ship IT equipment to remote and work-from-home employees.
- Track deliveries using FedEx Ship Manager and other shipping tools.
- Perform inventory audits and cycle counts to ensure asset accuracy.
- Assist with material handling, storage, and movement of IT equipment using warehouse equipment such as pallet jacks.
- Maintain a clean, organized, and safe IT staging and warehouse environment.
- 1 3 years of experience in Technical Support, Help Desk, Service Desk, or Desktop Support.
- Basic knowledge of computer hardware, operating systems, software applications, and networking concepts.
- Experience working with ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or similar.
- Familiarity with Microsoft Office Suite and Windows environments.
- Strong troubleshooting and problem-solving skills.
- Excellent customer service, communication, and interpersonal skills.
- Ability to work independently and manage multiple priorities.
- Ability to lift, move, and handle equipment weighing up to 50 lbs.
- Comfortable working in both office and warehouse environments.
- Ability to stand, walk, bend, and move equipment as needed throughout the workday.
- Experience with IT asset management or inventory management systems.
- Familiarity with Warehouse Management Systems (WMS).
- Experience with FedEx Ship Manager or similar shipping/tracking software.
- Experience supporting remote users and work-from-home environments.
ACI (Advanced Computing International) is a Global Technology Services, Products & Solutions Company focused on designing and delivering the next generation applications and digital experiences for businesses and consumers. We specialize in Big Data & Analytics, Digital Transformation, IT Service Management, Cognitive Solutions, Artificial Intelligence, IOT & Future Networks, DevOps, Enterprise Applications & Managed Infrastructure Services & Industry Specific Solutions.
Leveraging the insights gained from working on innovative solutions and disruptive technologies, ACI develops Solutions to enhance business performance, accelerate product & applications time-to-market, harmonize Consumer Experiences and streamline their business operations. ACI works with clients across different business sectors: Financial Services, Healthcare, Manufacturing, Hi-Tech, Media, Utilities, Public sector, Retail, Telecom, E-commerce & Logistics, and Higher Education. ACI s core DNA is built on Innovation and co-existence to build a collaborative ecosystem where companies and consumers win.