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.
