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!
POSITION PURPOSE
This intermediate-level professional, is a fully qualified individual producer who applies a broad knowledge of technical concepts, practices and procedures. Duties require a variety of 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. The incumbent works under general supervision and errors at this level can cause delay, expense and/or disruption.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provides end-user technical support including, but not limited to, configuring hardware, performing hardware/software installations, troubleshooting and correcting H/W and S/W problems, and resolving day-to-day system problems for client/customer and/or ACS end-users.
- Works on fairly complex assignments (and/or portions of larger, complex assignments).
- Performs a full range of technical support activities.
- Performs as a member of quick-response user-support team and generally works under deadlines, operating independently to resolve end-user problems.
- Considerable end-user interface by phone and/or in-person.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Associate's degree in a related field, or equivalent work experience.
- Minimum of 2-4 years of related technical support experience.
- A broad knowledge of computing processes and technology including, servers, gateways, communications equipment, workstations, software and hardware and associated diagnostics and tools. (Specifics are defined/vary by applicable end-user area.) Knowledge of voice, digital, data compression and call center technology also recommended.
- Broad PC literacy.
- Strong customer service orientation and appreciation of role as ACS representative.
- Maturity of judgement under pressure/ability to diagnose level of user need and to escalate problems without delay to appropriate levels for resolution.
- Considerable end-user interface by phone and/or in-person necessitates strong (clear) verbal communication skills and credible customer presence.
- 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.
WORKING CONDITIONS:
- Frequent, regular use of personal computer and associate equipment.
- Quick-reaction/customer-focused team environment.
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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