Company Background:
ACS International Resources (ACS) has been providing different forms of IT services and consulting for 30 years with great success. Principal offerings today include providing fully staffed 24/7/365 NOC and Help Desk Support, project management and implementation services, data warehousing and dashboard development, software development, and strategic consulting services. The lion share of our work is outsourced IT Support.
ACS has predominantly worked with corporate clients over these 30 years. Today, some of our corporate clients include Mansueto Ventures (publisher of Inc. and Fast Company Magazines), PWXYZ (publisher of Publisher’s Weekly), Lapine Brand Performance Agency, Community Veterinary Partners, USSC Group, and InterSolutions, among many others. Through a subsidiary organization, Inspiroz, we work with more than 125 charter schools in 10 states.
Geographically, we are headquartered in Chadds Ford, PA, and the majority of support we provide is in the Northeast, from Boston to Washington, DC.
Position Background
ACS is searching for an IT Solutions Specialist to join our team in the NYC metro area. We are adding to our team because we are growing the number of corporate client partners that we support. The IT Solutions Specialist 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 Description:
- Provides excellent customer support and technical services
- Provides service and customer support during regularly scheduled field visits or special-request and emergency dispatches
- Takes ownership of tasks and follows through to ensure complete resolution
- Takes a personal interest in, and responsibility for, the quality of work they perform or are associated within the meeting and exceeding of customer needs
- Works closely with the company’s support desk team to resolve technical issues
- Diagnoses errors or technical problems and determines proper solutions
- Manages 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)
- Provides training to customers about product usage and maintenance
- Maintains daily time entry accounting in ConnectWise of at least 8 hours, and all-time recorded with completed tickets closed-out or updated before leaving client site
- Adheres to the Company’s Onsite Workflow Procedure
- Acknowledges all tickets and tasks assigned to them in ConnectWise before arriving on-site
- 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
- Responds to emails within two business hours and by next business day to after-hours emails or requests.
- Ensures workstations and server room equipment are neat and labeled appropriately
- Reviews age of equipment (servers, workstations, printers, etc.), software, and warranty expirations and makes recommendations to client and Company management for upgrades
- Ensures all client documentation is complete and up to date
- Documents client processes by creating SOPs (Standard Operating Procedures) including, but not limited to New User Setups, User Termination Processes, Workstation Setup Guides, Network Diagrams, etc.
- Projects on an as-needed basis
What Our Ideal Candidate Will Bring:
- Minimum 3+ Years of computer hardware repair
- At least three 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 and Print Servers
- Office 365/Google Suite
- Networking
- Microsoft Office Products
- Hardware Installations
- Basic knowledge of
- VoIP Systems
- Video Conference Systems
- Systems and Network Security
- System Backups
- Imaging
What Our Ideal Candidate Will Receive:
- A company focused on maintaining a great company culture
- A growing, mission-focused company focused on supporting schools looking to change the world
- 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
- A company that is invested in your continuous improvement and growth
Reports to:
Karthik Chinnasamy, Director of Infrastructure & Projects and Account Director, Corporate Partners