Help Desk Technician - II

As an industry leader, Acom Integrated Solutions specializes in providing comprehensive network, life safety, and security solutions to customers. We pride ourselves on fostering an environment for success while helping our employees develop professional skills, support their families, and give back to the community.

As a Level 2 Help Desk Technician, you are primarily responsible for desktop, hardware, and software support. A successful candidate will be self-motivated, flexible, organized, possess extraordinary customer service skills, and be able to work with a small team to achieve solutions for non-conventional technical problems.

Responsibilities:

• · Responds to inquiries and requests for assistance with the client’s network, business and personal computer systems. Identifies problems, troubleshoots and implements resolutions to assist users

· Performs review audits of client’s current information systems. Evaluates operating practices to determine if controls and security measures are adequate. Assesses dependability and integrity of information systems and associated data

· Performs disaster recovery functions for clients

· Maintains the client’s network servers, network infrastructure, peripheral devices and workstations. Monitors performance and maintains security of LANs. Works with multiple hardware and software platforms

· Assesses network performance. Sets up and observes network systems and peripherals. Recommends and implements upgrades or improvements. Resolves network problems and offers technical assistance to users.

• Performs service pack, hot fix and security updates to servers, workstations, printers, network hardware such as routers, switches and firewalls
• Designs, configures and implements network infrastructure to include network servers and network hardware such as routers, switches and firewalls
• Utilizes our organization’s monitoring software/hardware used in the maintaining the clients network infrastructure; consists of applications, Lab Tech, ConnectWise, custom applications created locally.
• Configures and implements complex hardware/network solutions to meet the client’s organizational needs; Consists of, but not limited to: Exchange Email, Mobile computing architecture, all Windows operating systems, Sophos Firewalls, ISP architecture, Wireless Internet access, etc.
• Other duties as required

Requirements:

• Exude credibility and professional integrity
• Possess a positive attitude, towards people and problems
• Must be a self-starter and able to work independently with high standards to meet multiple deadlines
• Excellent communication skills including verbal, written, editing, proofreading and computer skills
• Ability to work on small and large projects with precise attention to detail
• Work effective with a team maintaining a positive, can-do attitude
• Adept in developing and maintaining strong relationships with management, staff, vendors and clients
• Ability to thrive in a fast paced, high pressure environment
• Excellent problem-solving skills
• Possess a passion for technology
• Ability to speak to individuals or groups of people with poise, voice control, confidence and professional integrity
• Respond adequately to inquiries or complaints
• Ability for sensitivity to cultural differences among individuals and groups of persons
• Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions

Education and Experience:

• High school diploma or equivalent.
• CompTia A Certification, Active and Current
• Above Basic Comprehension of Network Setups and Configurations
• 1 – 3 years of experience working in IT Service Team/MSP NOC Team Environment
• Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
• CRM Experience (ConnectWise, Autotask, TigerPaw)
• Pathway to Higher Credential or Certification within 2 years (i.e. MCITP, MCP, CCNA, CCDA, CCNP)

Preferred:

• Familiarity with Chrome OS, Google Apps, iOS and/or Android
• 3 years of relevant technical experience

This is not an exhaustive list of responsibilities and is subject to change.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Experience:

• IT: 2 years (Required)
• Help desk: 2 years (Required)
• iOS: 2 years (Required)
• Microsoft Office: 2 years (Required)

Ability to Relocate:

• Columbus, GA: Relocate before starting work (Required)

Work Location: In person