Job Description:

Responsibilities:

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 ACS’ 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.

Requirements:

Qualifications:

• Proven experience managing and completing projects involving stakeholders from varied backgrounds, roles, and communities.
• Follow guidelines and standards as set forth by ACS.
• 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  

Note: Only USC, willing to work on Fulltime/W2