Company OverviewAmerican CyberSystems (ACS Solutions) is a leading global information technology, consulting and business solutions organization that has been a trusted partner to mid-market and enterprise clients around the world in their digital transformation journey for over 20 years.
Our Industry vertical based domain expertise, passion for innovation, combined with the power of technologies in cognitive sciences, cloud computing, data sciences, product engineering, robotic process automation, machine learning, and block chain, helps clients envision, build and run their businesses more efficiently.
Headquartered in the US, ACS Solutions has grown to over $1.7 billion in revenue with more than 21,000 employees and consultants worldwide.
Recognized by ACG as the 1 Fastest Growing Company in the State of Georgia, we continue our journey of innovation and excellence along with being a highly respected and responsible corporate citizen, generously giving back to the communities we serve.
ACS specializes in Product Engineering Services, Business Application Services, Cloud Enablement, Data Sciences, AI, Machine Learning, Intelligent Process Automation, Consulting Services, Healthcare Business Solutions, Talent Solutions, and Workforce Management Solutions Please visit www.Acsicorp.Com to see how American CyberSystems (ACS Solutions) can help you in your transformation journey to the digital world.
Position description: The IT Service Desk Engineer is a member of the internal IT Operations Team, this position will be key in supporting the company (our customer) with desktop/laptop, Office 365, collaboration tools, cloud-based telephony tools, infrastructure, and much more.
The ideal candidate will be hands-on with excellent communication skills, have a positive can help attitude, willingness to learn our toolsets, address many different challenges on a given day, and a clear ability to work with internal customers using outstanding customer service.
The ability to prioritize and balance end user requests and documentation with forward motion is a must.
Excellent customer service success is a must.
This position focuses on customer service in the support of standard PC systems, operating systems, and technical services in a growing environment that spans the US, Canada, Mexico offices and remote workers.
This position resides in our Bloomington MN, Denver CO, or Duluth,GA office.
A mixture of hybrid onsite office and remote (work from home) can be expected.
Typical office hours are 8:30AM – 5:30PM M-F.
Willing to work after hours and the occasional weekends support issue as necessary is required.
Must have personality traits:
· A growth mindset.
· Superior customer service skills.
· Self-motivated – minimal supervison required.
· Excel and enjoy of learning new environments.
· Experience with working with all sorts of personalities.
· Clear aptitude to lead through small projects, make decisions within established boundaries and communication with all levels of the organization.
· Willingness to wear multiple hats and jump in when necessary to help the team.
· Innovative problem-solving skills that lead to production quality corporate standard solutions.
· Excellent written and verbal communication skills.
· Focus on achieving results; persists at tasks despite difficulties.
· Ability to lift and move equipment weighing up to 25 pounds.
Experience and skillsets we are looking for:
· Minimum of 3 years IT helpdesk service experience.
· 2 years of hands-on repair and building of desktops/laptops from images.
· Advanced experience in troubleshooting and supporting Windows 10/11 systems.
· Experience with Active Directory / Azure Active Directory; specifically setting upnew users, resetting passwords, groups, etc.
· Experience supporting Microsoft Office 365 (Email, OneDrive, SharePoint, Teams).
· Experience supporting Microsoft Office tools (Outlook, Word, Excel, etc.).
· Experience with LAN/WAN environments and setup.
· Experience with hardware & software support for peripherals like printers, scanners, various USB devices.
· Experience with a variety of endpoint protection systems/software sets.
· Experience using a service desk / ticketing system.
· Comfortable taking multiple calls and support request e-mails (entering as tickets) and tickets/requests in our ticketing system.
· Ability to provide remote phone support to internal customers while not on location (VPN, remote control, etc.).
· Experience performing adds, moves, and changes to include moving of PC’s, laptops, VoIP phones.
· Experience with a variety of collaboration tools (Teams, Zoom, GTM, etc.).
· Technical certifications (Microsoft/CompTIA) a plus.
· Experience with Windows server administration a plus.
· Experience with MDM/Intune a plus.
Human Resources to Complete: Affirmative Action Goals, etc if applicable