Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!
This senior-level professional is a fully qualified individual producer who applies a comprehensive and in-depth knowledge of technical concepts, practices and procedures. Incumbents are competent to work on highly complex assignments and perform a full range of technical support activities. The incumbent generally is a member of quick-response user-support team and regularly works under demanding deadlines, operating independently to resolve end-user problems. Errors cause significant visible delay, expense and/or disruption to the end-user. May act as a functional/team leader. Individuals must be able to use mature judgment in assigning personnel without causing unnecessary delay to client.
? Duties require a variety of comprehensive computing, data communication and telecommunication skills, familiarity with various diverse operating environments, applications and equipment, and will vary depending upon the end-user(s) serviced.
? Responsibilities may encompass: operating systems programming, LAN administration, hardware and software technical support analysis, communications and network systems analysis, configuration management, general end-user support and training, microsystems analysis, data security analysis, software quality assurance and testing, office automation, network operations, information systems auditing, production control analysis, and technical library support.
? Principal level may provide functional guidance for tasks or individuals and for this purpose regularly participates in selection and appraisal processes.
? Participates and/or leads others in technical proposal process.
? May exercise responsibility for marketing new or follow-on contracts.
? May make technical presentations to ACS management and/or clients.
? Bachelor's degree in a related field, or equivalent work experience.
? Minimum of 7-10 years of related technical support experience.
? A comprehensive and in-depth knowledge of computing processes and technology including, servers, gateways, communications equipment, workstations, software and hardware and associated diagnostics and tools (including, various PC hardware make/model, PC software deployment technology, PC image development/management technology, PC security practices to include virus protection technology, asset management/disposal processes, Peripherals technology/support, PDA technology/support, Remote Communication Software (RAS) technology/support, and PC IMAC Support). Knowledge of voice, digital, data compression and call center technology also recommended.
? Comprehensive PC literacy to include an expert level knowledge of Microsoft based products (including SMS).
? Minimum of 1-year prior lead or supervisory/training experience.
? Commitment to customer-focused contract performance.
? Strong customer service orientation and appreciation of role as ACS representative.
? Maturity of judgment under pressure/ability to diagnose level of user need and make work assignments accordingly.
? Considerable end-user interface by phone and/or in-person necessitates strong (clear) verbal communication skills and credible customer presence.
? Good written skills and the ability to contribute to and/or lead the written proposal process.
? Flexibility and the ability to operate under stressful, time-sensitive deadlines.
? Commitment to quality and personal ethics.
? Ability to work independently, but as part of team concept.
Minimum of 1-year prior lead or supervisory/training experience.
ACS is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, age, gender, marital status, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.
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