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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.
May perform one or more of the following:
The Desktop Engineer applies a broad and in-depth working knowledge of information technology products and services to more complex assignments and assists more experienced staff in the application of technical concepts, practices and procedures. The incumbent generally is a member of a quick-response customer support team and works with clients over the phone and onsite to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent operates independently to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES
Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.
Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.
Maintains daily tickets and reports to ensure the highest service levels are maintained.
Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.
Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.
Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.
Education and Typical Years of Experience:
Associate’s degree/MCSE/ MCDST/ A+ certification or equivalent work experience in desktop support and customer service environments.
2-4 years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices.
Strong demonstrated analytical and creative problem solving skills.
Computer literate with proficiency in information systems and software applications.
Good customer service orientation and appreciation of role as ACS representative
Technical Expertise
Windows XP and Vista installation and deployment
ImageX and BDD 2007 imaging technology
Office 2003/ 2007 installation and support
McAfee Virus Scan 8.0/ 8.5i installation and support
ePO Orchestrator 3.6 patch deployment and reporting
WSUS 2.0/ 3.0 patch deployment and reporting
Active Directory 2003 knowledge of structure and security (GPO)
SMS 2003 software distribution and remote control
Pocket PC and Blackberry configuration
Windows wireless technology
Medium level skills in batch file and VB scripting
Dell/ HP desktop and laptop support
ServiceCenter 5.0 or equivalent ticket management system experience
Backup solutions – Veritas support
Cisco/ Avaya IP phone configuration
EPO Orchestrator in an Enterprise environment
All other duties as assigned.
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-.
Experience: Associate’s degree/MCSE/ MCDST/ A+ certification or equivalent work experience in desktop support and customer service environments.
2-4 years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices.
Strong demonstrated analytical and creative problem solving skills.
Computer literate with proficiency in information systems and software applications.
Good customer service orientation and appreciation of role as ACS representative
Technical Expertise
Windows XP and Vista installation and deployment
ImageX and BDD 2007 imaging technology
Office 2003/ 2007 installation and support
McAfee Virus Scan 8.0/ 8.5i installation and support
ePO Orchestrator 3.6 patch deployment and reporting
WSUS 2.0/ 3.0 patch deployment and reporting
Active Directory 2003 knowledge of structure and security (GPO)
SMS 2003 software distribution and remote control
Pocket PC and Blackberry configuration
Windows wireless technology
Medium level skills in batch file and VB scripting
Dell/ HP desktop and laptop support
ServiceCenter 5.0 or equivalent ticket management system experience
Backup solutions – Veritas support
Cisco/ Avaya IP phone configuration
EPO Orchestrator in an Enterprise environment
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