ON-CALL DESKTOP SUPPORT TECHNICIAN (TIER II)

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Written by AI from the job title and company, not by ACS Consultancy Services, Inc, so some details may not match this job. The employer's own page has the real description.

Job Overview

The On-Call Desktop Support Technician (Tier II) at ACS Consultancy Services, Inc. plays a critical role in providing high-quality technical support to our clients. This position is responsible for diagnosing complex hardware and software issues, providing technical assistance, and ensuring resolution of problems in a timely manner. The technician will also collaborate with other IT personnel and vendors, ensuring that the desktop environment operates efficiently and effectively to meet business needs.

Job Responsibilities

• Diagnose and resolve hardware and software issues for end-users both remotely and on-site.
• Provide high-quality customer support while ensuring client satisfaction.
• Install, configure, and maintain desktop and laptop computers, mobile devices, and peripheral equipment.
• Respond to and resolve incidents, requests, and service inquiries through ticketing systems.
• Document technical issues and solutions through appropriate platforms and processes.
• Assist with network connectivity issues and collaborate with network teams to resolve incidents.
• Train and mentor junior support staff, ensuring adherence to company standards and protocols.
• Participate in scheduled projects related to hardware/software upgrades and installations.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 2 years of experience in a desktop support role or similar technical support position.
• Proficiency in Windows and Mac operating systems, along with basic understanding of Linux environments.
• Strong knowledge of Microsoft Office Suite and common business applications.
• Excellent problem-solving skills and attention to detail.
• Knowledge of networking concepts and technologies (e.g., TCP/IP, VPN).
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Relevant certifications such as CompTIA A+, Network+, or similar are a plus.

Technologies & Tools

The On-Call Desktop Support Technician will engage with various technologies and tools, including but not limited to remote desktop software, ticketing systems (such as ServiceNow or Jira), diagnostic tools for hardware and software, and communication platforms like Microsoft Teams and Zoom. Familiarity with cloud services and virtualization tools (such as VMware or Microsoft Hyper-V) is also beneficial in this role.

Ideal Candidates

Ideal candidates for the On-Call Desktop Support Technician position are individuals who demonstrate a strong passion for technology and customer service. They should possess a proactive attitude towards problem-solving and exhibit the ability to multitask and prioritize effectively in a fast-paced environment. Effective communication skills, both verbal and written, are essential, as well as a commitment to ongoing learning and professional growth in the field of IT support.