Desktop Support Technician (Level 2) - NYC, NY

The Desktop Support Technician (Level 2) at ACS International Resources is responsible for providing top-notch on-site technical support, managing installations and repairs, diagnosing errors, and ensuring all client equipment including workstations, network devices, and peripheral devices function properly. The technician plays a crucial role in maintaining the technological infrastructure, thereby enhancing customer satisfaction and retention.

To qualify for the Desktop Support Technician position at ACS International Resources, candidates should possess at least 3 years of computer hardware repair experience, outstanding customer service skills, and hands-on technical experience. Knowledge of various systems, including Windows and Apple devices, as well as networking, is essential to succeed in this role.

ACS International Resources supports its Desktop Support Technicians by fostering a culture that prioritizes employee engagement and growth. The company offers competitive compensation packages, opportunities for career advancement, and an environment that values continuous improvement in both individual performance and overall service delivery.

A Desktop Support Technician at ACS International Resources works with various tools and software including Active Directory for user management, office productivity suites like Office 365 and Google Suite, and hardware troubleshooting tools. Familiarity with networking equipment such as routers and switches is also vital.

The work culture at ACS International Resources for a Desktop Support Technician is highly collaborative and focused on maintaining a positive environment. The company emphasizes teamwork, continuous improvement, and provides technicians with the resources needed to thrive while ensuring client satisfaction remains a top priority.

Be prepared to detail specific hardware you have installed, emphasizing your hands-on experience. Talk about the types of devices you’ve worked with and any challenges you overcame during the installation process.

Discuss your method for assessing ticket urgency and importance. Explain that you review the impact on client operations and tackle high-priority items first while ensuring excellent customer communication throughout the process.

Provide examples of frequent problems you've encountered, such as network connectivity issues or software malfunctions. Highlight your problem-solving skills and how you efficiently resolved these situations.

Outline your systematic approach for troubleshooting, emphasizing the importance of gathering information from users, replicating issues, and testing various solutions until the problem is resolved.

Discuss any remote support software you have used, such as TeamViewer or Remote Desktop. Highlight your comfort level with these tools and how you communicate with users during remote sessions.

Explain your habits for staying informed about the latest technology trends, including following online forums, taking courses, or reading tech blogs. This showcases your commitment to professional development.

Share a specific story that illustrates your customer service skills and problem-solving abilities. Make sure to emphasize how you listened to their concerns and provided a resolution that exceeded their expectations.

Detail the process you follow for setting up a workstation, including hardware assembly, OS installation, user configurations, and ensuring all necessary software is operational. Mention any documentation you would create during the process.

Emphasize your understanding of the importance of data confidentiality and adherence to company security policies. Talk about how you handle sensitive information and any protocols you follow to protect data.

Reflect on what specifically attracts you to ACS, such as its company culture, commitment to customer service, or the opportunity for career growth. Make sure to communicate your enthusiasm for the role.