What are the responsibilities and job description for the Service Desk Technician position at ACS Group?
Job Req #: 651849
Job Description: Tech Support Specialist
Location: Franklin, TN
Compensation: Up to $55k
Job Type: Full Time
Summary of Job: To assess and troubleshoot the more complex computer support problems and apply understanding of computer software and hardware products and services when resolving problems of users. To support 600 IT users in multiple locations and the related equipment including desktop/laptop computers and tablets. To install hardware and software for the organization and to provide remote IT support.
ESSENTIAL DUTIES AND RESPONSIBILITIES: (include but are not limited to)
- Receive telephone calls and e-mails from users having problems with computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems
- Ascertain from computer user the nature of problem, determine whether problem is caused by hardware (e.g., modem, printer, cables, or telephone), formulate diagnosis, and assist users through problem solving steps (typically involved in the more complex user problems)
- Consult with co-workers or vendors to research problem and find solution
- Install Windows, updates, drivers, and needed software
- Test software and hardware to evaluate ease of use and whether product will aid user in performing work
- Replace failed hardware
- Setup tablets and install software for users
- Train users on software and hardware, or recommend outside contractors to provide training; instruct users on use of their computers
- Document services rendered to users
- Conduct process analysis to improve IT services to users
- Write software and hardware evaluations and recommendations for management review
- Write or revise user-training manuals and procedures
- Stay current with system information, changes and updates
- Must be able to handle stress and job demands.
- Must be able to cooperatively work with others.
Education and Experience:
- High school diploma or GED
- Associate Degree in Information Technology preferred
- 2 to 4 years of experience supporting IT operations with a large number of users (over 100)
- Knowledge of installing operating systems and related software programs
- Knowledge and proficiency of remote access support
- A certification, Microsoft Certified Professional (MCP) designation and Microsoft Certified Desktop Support Technician (MCDST) designation preferred
- A working familiarity and proficiency with Microsoft Office Suite products and the ability to be trained in use of the Company-specific applications and software
Skills and Abilities:
- Strong customer service skills
- Strong written and verbal communication skills with ability talk to users with limited computer understanding to obtain information needed to resolve issues
- Professional demeanor
- Good technical skills with ability to understand and solve a variety of computer issues
- Ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions
- Ability to build and maintain effective working relationships
- Ability to perform well in stressful and emergency situations
- Ability to manage multiple high priority tasks in a fast paced, highly technical environment
- Excellent interpersonal skills
- Ability to work well independently and as a successful member of a team
- Good organizational skills
Contact:
Wynne Coleman
Technical Recruiter
Analysts
(334)-558-5446
wynne.coleman@analysts.com
**If this is not a fit for you or you are not interested, Ascent Services Group offers an excellent Referral Bonus ! We look forward to hearing from you!
