Technical Support Technicians

Job Description

Job DescriptionOnly W2Onsite Position35 Hours/WeekScope of Work

• Technical Support Technician is responsible to provide technical support to ACS users for software, hardware, and network problems. The candidate specific duties will include:
• Identify, diagnose, and resolve Tier II technical problems related to personal computer hardware, software applications, mobile devices, and video surveillance systems 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
• Apply security patches for NYC Cyber compliance
• 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 remote access software to troubleshoot technical problems
• Use Service Desk software to manage and prioritize assigned workload and update the problem tickets with detailed resolution and work log
• Support video conferencing platforms for virtual meetings
• Setup projectors and video conferencing equipment for user trainings and meetings as needed
• Must be able to lift and move Desktop computers, printers, and other equipment weighing up to 50lbs as needed
• May require to be on rotating shifts if needed at any ACS location within the five boroughs of NYC to support 24x7 operations

Qualifications

• Working knowledge to install, configure & troubleshoot: Microsoft Windows 10, O365 Apps, Outlook, Project, Visio, Edge, Printers, and desktop/laptop hardware components
• Experience configuring and supporting MS Surface Tablets, Android Smartphones etc.
• Knowledge of remote desktop access software preferably Bomgar to troubleshoot issues remotely
• Working knowledge of Local and Wide Area Networking
• Experience in supporting Genetec Video Surveillance software on Desktop computers
• Experience and knowledge of Microsoft Windows Server
• Knowledge of approaches, tools, and techniques for recognizing and resolving technical (hardware, software, application) problems
• Preferably 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

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