Note: Candidates with CompTIA A+/Network+ Certifications preferred.

Role and Responsibilities:

• Provides onsite technical support and IT services to users across various locations.
• Responsible to provide technical support to all ACS users for software, hardware, and network problems. The specific duties include identifying, diagnosing, and resolving IT problems related to personal computer hardware, software applications, and mobile devices at assigned site(s); delivering, setup, and configuring end-user desktop & laptop computer hardware, software, Printers, Smart Phones, iPads, tablets, and peripherals; escalate problems (when required).
• Assist in maintaining an inventory of IT hardware and software assets.
• Assist in evaluating new technology.
• Conduct end-user technical training as needed.
• Assist other members of the Technical Operations team with hardware/software/network technical assistance as needed.
• Coordinate timely repair of PC computer equipment covered by the third-party vendor maintenance agreements.
• Handle the disposal of the end-of-life equipment by following standard procedures.
• Field support calls and the emails related to IT support.
• Use remote access software to troubleshoot technical problems; use Service Desk software to manage and prioritize assigned workload and update the problem tickets with detailed resolution.
• Setup projectors and video conferencing equipment for user training and meetings as needed.
• Required to work various shifts at any ACS Detention Centers. Handle the moves which require uninstall/install, lift and pack/unpack Desktop Computer equipment with peripherals.
• Reimage computers or apply required system patches as needed to remediate issues.
• Visit agency staff members to assist them with the Multifactor authentication (MFA) enrolment process including the setup of the Microsoft Authenticator app on agency issued smartphones.

Qualifications:

Proven experience managing and completing projects involving stakeholders from varied backgrounds, roles, and communities.

Follow guidelines and standards as set forth by the customer.

Self-motivated, and enthusiastic, work well within a team environment and with minimal supervision.

Strong communication, analysis, and problem-solving skills.

Experiencing Reimaging computers or applying required system patches as needed to remediate issues.

Experience in installing and patching Microsoft Windows 10 and Office O365 .

Experience in configuring and patching desktop & laptop computers, MS Surface tablets .

Experience in remote desktop access software preferably Bomgar to troubleshoot issues remotely.

Experience in configuring multi-functional copiers.

Experience in configuring and supporting Android Smartphones