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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, North Carolina, Raleigh
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 Sr Specialist 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 Sr Specialist will serve to maintain the service level agreement as established to support the ACS client user community.

A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.

Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.Demonstrates good judgment in selecting methods and techniques for obtaining solutions.Networks with senior internal and external personnel in own area of expertise.

Normally receives little instruction on day-to-day work, general instructions on new assignments.

Typically requires a minimum of 5 years of related experience.

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:

Operates data communication systems, including LANs and/or WANs
Plans, designs and implements networked systems, including configurations, and supports/troubleshoots network problems
Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system
Designs, analyzes, plans, and modifies network components supporting customer communication implementation activities
Develops and evaluates network performance criteria and measurement methods
Prepares the analysis of the capacity needs for switching, routing transmission and signaling
Conducts network architecture design, feasibility and cost studies
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 includingNT. 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 oftroubleshooting 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+ Certificationrequired.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/IntraNetskills. 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