The Desktop Support Technician III is primarily responsible for driving high levels of customer satisfaction in delivering Tier1 IT services by providing one to one support via ticketing system, phone, and deskside direct support. This position will be required to analyze, research, resolve and document Tier1 IT supportable issues on desktop computers and mobile devices while providing quality customer service. The person filling a PC Technician III position will be expected to display a high level of independent problem solving skills and should be able to deep dive to resolve complex issues in addition to being broadly experienced. The person in this role must be able to time manage and deliver projects on a deadline while keeping up with the daily workflow. 

 ***This role does not provide visa sponsorship***

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Providing professional grade customer service experience to our customers. 
• Demonstrating ownership when working tickets and escalations and leading the team by example in closing tickets correctly and within SLA. 
• Gaining feedback from and following-up with customers to ensure issues have been resolved. 
• Working with the HelpDesk manager to deliver on larger projects while meeting SLA on daily tickets. 
• Asking probing questions to determine the nature of an issue and walking customers through problem-solving activities with an eye to resolving as many issues as possible at Tier1 level. 
• Self-Driven to produce solid documentation around the procedures you use to resolve issues. 
• Demonstrating hustle and guiding your peers by example. 
• Taking the initiative in supporting your fellow techs and capitalizing on opportunities to share your knowledge with the team. 

Qualifications 

• 5+ years’ experience with 2+ years either leading a group or being a top tech. 
• Ability to demonstrate deeper working knowledge of Active Directory, Microsoft Windows and basic networking appropriate to resolving Tier1 issues quickly and efficiently. 
• Knowledge of when to escalate and proactively working with Tier2 to get issues resolved. 
• Proven experience completing projects on deadline while maintaining your day to day. 
• Must possess a strong ability to multi-task and work in a deadline driven environment. 
• Must possess the skills to synthesize information, distill relevant facts and reach logical conclusions. 
• Must possess excellent interpersonal, written, and verbal communication skills. 
• Must have a positive attitude and the drive to seek constant improvement. 
• Must have strong organizational skills. 
• Excel skills as they relate to comparing and displaying data preferred. 
• ITIL experience as it relates to the desktop is preferred. 

Supervisory Responsibility 

This position does not have supervisory responsibility. 

Work Environment and Physical Demands 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is required to lift at least 50 pounds and have the mobility to keep the storage areas orderly and floors cleaned of IT clutter. 

Position Type/Expected Hours of Work 

This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed including on-call coverage rotation. Occasional night or weekend work for special projects. 

Travel 

This position will require up to 5% local travel. 

EEO Statement 

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

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