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Job Information
Job title

Desktop Support Team Lead

Company ACS Inc
Wage between $0.00 - $0.00 Annually
Location United States, Virginia, Glen Allen
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 7/24/2008
Description
We're here to help.

In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.

We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.

It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation.
The Information Management Supervisor serves as second level support for a wide range of LAN/WAN platforms (both hardware & software). These include XP, 2000 & NT based PCs via TCP/IP networks and other data and telecommunications systems. The Information Management Supervisor will serve to maintain the service level agreement as established to support the ACS client user community.

Receives assignments in the form of objectives with goals and the process by which to meet goals.Provides direction to employees according to established policies and management guidance.Recommends changes to unit or sub-unit policies.Management reviews work to measure meeting of objectives.

Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.

Provides direct supervision to professional individual contributors and/or skilled, support individual contributors.Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

Demonstrated ability to handle multiple high visibility tasks and communicate in English effectively through voice and email. Perform incident dispatch, escalation, and notification based upon established criteria. Perform remote site troubleshooting and coordination including power and data communication equipment fault isolation based upon defined business/service hours and site support requirements. Perform incident management procedures from initial detection to resolution. Service follow-up and resolution on performance related problems such as latency and bandwidth utilization. Assist in Network performance monitoring. Must work well in a team environment. Remedy experience desired. Change / Incident management experience desired.


MAJOR DUTIES AND RESPONSIBILITIES:

Manages the planning, development, and installation of network systems by evaluating current and future business requirements
Ensures all software and hardware products are compatible with network integration
Manages the installation, maintenance, and monitoring of the organization’s local area network system
Directs and controls the activities of design, analysis, planning, and implementation of network components
Oversees the development and evaluation of network performance criteria and measurement methods
Manages the testing and analysis of all components of network facilities to ensure operational status
Identifies network problems and oversees resolution of problems
Drives the planning, design, implementation, organization, and operation of the data communications network
Manages voice, data, and video communication systems throughout the organization, including the planning, design, installation, and maintenance of networks in support of information systems
Directs and manages the research, design, planning, and development of new advanced network technologies, network components, and radio frequency and/or wireless transmission
All other duties as assigned


Logging and monitoring of customer questions, issues and problems through resolution/completion.

Creation and maintenance of customer service request documentation through resolution

Provision of customer updates and status reports with regards to open customer issues as appropriate

Ensure problem resolution via the maintenance of appropriate action plan and/or project plan

Ability to prioritize workload with minimal supervision.
Ability to make critical business decisions daily with minimal supervision.
Serve as primary escalation point for all problem/issues along with all members of the Support team.
In depth experience in the installation/upgrading, configuration, troubleshooting and support of various Windows operating systems and compatible software applications within an NT/W2K/XP Domain & TCP/IP networking environment
Advanced troubleshooting and support for Blackberry and PDAs
Advanced troubleshooting and support for VPN & Dial-up connectivity under various Windows operating systems including NT. 2000 & XP
Advanced troubleshooting and support for NFS file and print services within a TCP/IP network environment
Advanced troubleshooting and support for HP Laserjet printers within an Active Directory Domain & TCP/IP networking environment
Expert level support of the Microsoft Office suite of applications
Expert level support of Exchange/Outlook E-Mail clients
Development of tools to assist other support specialists with their assigned tasks
Preparation and presentation of troubleshooting documentation
Participation in assigned cross functional IS projects
Ability to routinely lift up to 60lbs (chiefly, monitors, PCs and printers)
Full participation in departmental moves & project (including evenings and weekends as required)
Early & late shifts as assigned
Provision of multi-site support as assigned
Participation in On-Call rotation
Other duties as assigned


EDUCATION:
BS or equivalent work related experience preferred. Demonstrated technical excellence and extensive experience with PC hardware and software support environments. A+ Certification required. XP Certification desired. Customer Service training desired. Time Management training desired. Three (3) years minimum technical customer service experience required.


RELATED EXPERIENCE/SKILLS REQUIRED:
A successful candidate will have a high level of technical proficiency and excellent interpersonal skills. A combination of expertise in desktop operating systems and TCP/IP networking are required. In addition, the candidate must demonstrate a solid knowledge base of Microsoft Office suite applications, and basic Inter/IntraNet skills. In addition to excellent customer communication skills the candidate must be organized and efficient and have excellent verbal and written communication skills.


PROBLEM SOLVING/JUDGEMENT:
You enjoy problem solving and have the ability to evaluate situations quickly and accurately. You must facilitate difficult situations with customers and provide solutions. You must be able to communicate to management concerns or issues from the end user community. You have the ability to make time critical decisions on a daily basis. Must be able to monitor, follow and manage problem escalation through final resolution utilizing additional resources. You must be able to work with others on the Help Desk in a team environment.


SUPERVISION GIVEN:
You will be part of a team reporting to the Desktop Support Manager. You are required to offer team support to other Support Analysts. You will be responsible for managing customer’s open issues and internal department projects, providing regular status reports to management as appropriate.

ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.df-tc

Experience/Skills
same as above

Other desired skills:
Desktop Support Team Lead