Date: Apr 30, 2024

Location: Pittsburgh, PA, US, 15220

Company: ACA Group

The Opportunity:

The individual in the role of IT Support Associate will be responsible for providing an excellent level of customer service and care through raised IT support requests (not limited to but including – Tier 1 requests, hardware, software, peripheral equipment and network problems), assisting with administrative tasks and to review the open ticket queue to then shadow/collaborate with team members on their requests to help further and improve ACA support request knowledge. High awareness of customer care is vital within this role and the ability to follow documentation / checklists

What you’ll do:

• Adhere to SLA commitments for requests raised through ACA IT support channels
• Assess, rebuild or decommission ACA devices which have been returned to our Pittsburgh office whileadhering to our Standard Operating Procedures
• Assisting with onboarding ACA new hires (IT equipment & IT inductions)
• Ticket administration and accuracy when categorizing requests
• Daily ticket updates to the ticket requester(s) and IT team through our ticketing system.
• Review the unassigned ticket queue to proactively take on / shadow requests
• Provide first line support to ACA staff globally8. Administration – Office 365, Active Directory and NinjaRMM
• Perform installations, repairs, and preventative maintenance on user computers
• All reasonable duties requested by Management

To qualify for the role you must have:

• One (1) year of experience in Tier 1 technical support
• Experience with O365 Suite – Excel, Teams, Word, Outlook, OneDrive, etc
• Knowledge of and experience with Windows 10 and other Windows Operating Systems

Ideally, you’ll also have:

• Technical Certifications (MCSE, A , MCP, Network , etc.)
• Familiarity with O365 Administration

Skills and attributes for success:

• Demonstrated professional integrity
• Dependable, flexible, and adaptable to new ACA initiatives and changing client need
• Ability to work wellin a fast-paced environment.
• Ability to work independently, multi-task and prioritize effectively
• Ability to establish and maintain effective working relationships with colleagues and clients
• Highly motivated and goal oriented; proactive in one’s own education and career progression; volunteers for and shows initiative on both internal and external projects and tasks
• Dedicated to upholding ACA’s high-quality standards and customer service focus
• Strong organizational and problem-solving skills with attention to detail
• Strong oral and written communication skills
• Understands IT team’s goals, and how they impact the company. Understands impact of their work on IT team and goals

What working at ACA offers:

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.

About ACA:

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

What we commit to:

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.