Desktop Support Technician (Level 2) - NYC, NY
Company Background:
Headquartered in Chadds Ford, PA, ACS International Resources (ACS) has provided managed IT services and consulting for over 30 years to our clientele. Our services include providing fully staffed 24/7/365 NOC and Help Desk Support, project management and implementation support, data warehousing and dashboard development, software development, and strategic consulting services to an array of corporate clients that align with their strategies and operations.
ACS has worked with corporate clients over 30 years including: Mansueto Ventures (publisher of Inc. and Fast Company Magazines), PWXYZ (publisher of Publisher’s Weekly), Lapine Brand Performance Agency, USSC Group, and InterSolutions, among many others!
Position Background:
ACS is searching for an IT Support Technician to join our team to support our clients in NYC. The Desktop Support Technician will be responsible for providing on-site technical support, maintaining the integrity of clients’ overall technological infrastructure, and delivering exceptional service that improves customer satisfaction, maximizes customer retention, and increases profitability.
Job Duties(include but not limited to):
- Provide excellent customer support and technical services
- Take ownership of tasks and follows through to ensure complete resolution
- Work closely with the company’s support desk team to resolve technical issues
- Diagnose errors or technical problems and determines proper solutions
- Manage all on-site installation, repair, maintenance, and test tasks for items including, but not limited to:
- Network Equipment (servers, firewalls, routers, access points, switches)
- Workstations (desktops, laptops, monitors)
- Peripheral devices (printers, scanners, docking stations)
- Provide training to customers about product usage and maintenance
- Continuously monitors schedule in the Dispatch Portal and acknowledges newly assigned tickets throughout the day
- Acknowledges and reviews all assigned tickets for the next day by the end of the current shift
- Completes daily review of incoming emails to acknowledge updates, memos, and change controls
- Reviews age of equipment (servers, workstations, printers, etc.), software, and warranty expirations and makes recommendations to client and Company management for upgrades
- Documents client processes by creating SOPs (Standard Operating Procedures) including, but not limited to:
- New User Setup & Termination Processes(Active Directory)
- Workstation Setup Guides
- Network Diagrams
What Our Ideal Candidate Will Bring:
- Minimum 3+ Years of computer hardware repair
- At least 3 years of outstanding customer service experience
- At least 2-3 years of hands-on technical experience
- Strong working knowledge of:
- Windows 7 & 10 Devices
- Apple Laptops and Desktop
- Active Directory, File & Printer Servers
- Office 365/Google Suite
- Networking & Network Switches
- Hardware Installations/Troubleshooting
- Basic Knowledge of:
- VoIP Systems
- Video Conference Systems
- Systems and Network Security
- System backup
- Imaging
What Our Ideal Candidate Will Receive:
- A company focused on maintaining a great company culture
- An opportunity to make a difference in the company and to be rewarded for doing so
- A company that is always looking to improve while adhering to our core principles.
- An opportunity for career growth within the organization
- Competitive compensation package with variable pay potential and benefits
Average salary estimate
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Join ACS International Resources as a dedicated Desktop Support Technician (Level 2) right in the bustling heart of NYC! With over 30 years of experience providing managed IT services, ACS is the go-to partner for numerous corporations, known for our exceptional customer support. In this role, you’ll be on the front lines, providing on-site technical assistance while maintaining the technological integrity of our esteemed clients’ infrastructure. Your knack for problem-solving and customer service will shine as you diagnose technical issues, manage installations, and ensure all equipment runs smoothly. You’ll collaborate closely with our support desk team to resolve any hiccups efficiently, helping to enhance customer satisfaction and retention. Whether it's troubleshooting a workstation issue or setting up a new network switch, your diverse skill set in hardware repair and familiarity with a range of operating systems, from Windows to Apple, will be put to good use. If you have a passion for technology and a desire to impact our clients positively, ACS offers a supportive culture focused on continuous improvement and career growth. You'll not only be recognized for your hard work but also receive a competitive compensation package and plenty of opportunities to advance your career. Come help us shape the future of IT support together!
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