Desktop Support Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
The Desktop Support Analyst serves as second level support for a wide range of LAN/WAN platforms (both hardware & software). These include XP, 2000 & NT based PCs via TCP/IP networks and other data and telecommunications systems. The Desktop Support Analyst will serve to maintain the service level agreement as established to support the ACS client user community.
MAJOR DUTIES AND RESPONSIBILITIES:
· Logging and monitoring of customer questions, issues and problems through resolution/completion.
· Creation and maintenance of customer service request documentation through resolution
· Provision of customer updates and status reports with regards to open customer issues as appropriate
· Ensure problem resolution via the maintenance of appropriate action plan and/or project plan
· Ability to prioritize workload with minimal supervision.
· Ability to make critical business decisions daily with minimal supervision.
· Serve as primary escalation point for all problem/issues along with all members of the Support team.
· In depth experience in the installation/upgrading, configuration, troubleshooting and support of various Windows operating systems and compatible software applications within an NT/W2K/XP Domain & TCP/IP networking environment
· Advanced troubleshooting and support for Blackberry and PDAs
· Advanced troubleshooting and support for VPN & Dial-up connectivity under various Windows operating systems including NT. 2000 & XP
· Advanced troubleshooting and support for NFS file and print services within a TCP/IP network environment
· Advanced troubleshooting and support for HP Laserjet printers within an Active Directory Domain & TCP/IP networking environment
· Expert level support of the Microsoft Office suite of applications
· Expert level support of Exchange/Outlook E-Mail clients
· Development of tools to assist other support specialists with their assigned tasks
· Preparation and presentation of troubleshooting documentation
· Participation in assigned cross functional IS projects
· Ability to routinely lift up to 60lbs (chiefly, monitors, PCs and printers)
· Full participation in departmental moves & project (including evenings and weekends as required)
· Early & late shifts as assigned
· Provision of multi-site support as assigned
· Participation in On-Call rotation
· Other duties as assigned
EDUCATION:
BS or equivalent work related experience preferred. Demonstrated technical excellence and extensive experience with PC hardware and software support environments. A+ Certification required. XP Certification desired. Customer Service training desired. Time Management training desired. Three (3) years minimum technical customer service experience required.
RELATED EXPERIENCE/SKILLS REQUIRED:
A successful candidate will have a high level of technical proficiency and excellent interpersonal skills. A combination of expertise in desktop operating systems and TCP/IP networking are required. In addition, the candidate must demonstrate a solid knowledge base of Microsoft Office suite applications, and basic Inter/IntraNet skills. In addition to excellent customer communication skills the candidate must be organized and efficient and have excellent verbal and written communication skills.
PROBLEM SOLVING/JUDGEMENT:
You enjoy problem solving and have the ability to evaluate situations quickly and accurately. You must facilitate difficult situations with customers and provide solutions. You must be able to communicate to management concerns or issues from the end user community. You have the ability to make time critical decisions on a daily basis. Must be able to monitor, follow and manage problem escalation through final resolution utilizing additional resources. You must be able to work with others on the Help Desk in a team environment.
SUPERVISION GIVEN:
You will be part of a team reporting to the Desktop Support Manager. You are required to offer team support to other Support Analysts. You will be responsible for managing customer’s open issues and internal department projects, providing regular status reports to management as appropriate.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .
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