Technical Centre Support Technicians

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Job Title: Digital / Technical Centre Support Technician

Duration: 12 months

Location: New York, NY

• 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 moves which require 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

• 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

• Entry level

• Contract

• Information Technology

• IT Services and IT Consulting

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