Desktop Technical Customer Support (8078)

Overview:

ACS Professional Staffing is looking for an employee to work remote with our client. This Desktop Technical Customer Support position will handle incoming calls, voicemails, and emails from clients or IT technicians, resolving or referring IT issues as needed. The role involves troubleshooting IT problems, maintaining software licensing compliance, and assisting with software asset management. Responsibilities include documenting processes, managing software updates, and providing technical support for operating systems and server systems. The position also requires effective communication with clients and IT staff to ensure accurate software data and client satisfaction. This full-time position is open ONLY to candidates based in WA, OR, ID or MT.

Responsibilities:

• Field telephone calls, voicemails, and emails from clients or other IT technicians.
• Resolve or refer IT issues, track issues using a central incident management application.
• Troubleshoot calls to the support desk and start the resolution process, bringing in other subject matter experts as required.
• Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
• Build client facing content in the self-service application (asset portal) with manager oversight and approval.
• Perform asset request fulfillment as required by following the Approved Software List (ASL) guidance, process, and criteria; verify license availability as well as compliance.
• Track software licenses via a Software Asset Management (SAM) tool and internal processes.
• Identify out of compliance software licensing.
• Identify under-utilized and excess software titles.
• Track license maintenance and renewal timelines to prevent lapses in support. Alert manager of any lapses.
• Identify End of Life (EOL) software titles for retirement and provide recommendations.
• Input and maintain all software procurement data for contract and cost analysis.
• Document and adhere to all existing processes, best practices, procedures, and work instructions. All documents must be reviewed and approved by manager.
• Communicate technical, process, or licensing info to IT staff members as needed.
• Diagnose IT client operating system or server system and product issues and provide resolution when possible.
• Follow complex procedures and explain technical solutions to a wide range of clients.
• Update and maintain the Approved Software List (ASL):
• Work with other IT support groups to ensure accuracy of data.
• Track progress of new software through the software evaluation process.
• Recommend updates or changes to the process based on usage and feedback from clients.
• Provide guidance to clients and other IT staff regarding the ASL process.
• Organize work with a focus on client satisfaction and follow through.

Requirements:

• A bachelor’s degree in computer science, information technology, or directly related field is preferred.
• 5 years of experience is required with an applicable bachelor’s degree.
• 9 years of experience is required without a degree or applicable degree.
• Experience should be in computer or information technology or a directly related field.
• 4 years of experience using software key codes to perform installations.
• 4 years of experience with software licensing concepts and practices.
• Knowledge of and skill in applying:
• Microsoft Windows 7 and/or Windows 8.
• Desktop/laptop hardware, configuration and troubleshooting.
• Desktop application deployment and configuration.
• Oral and written communication skills sufficient to convey technical advice and information to clients and coworkers who have varying degrees of ability with information technology.
• Certified Software Asset Manager (CSAM).
• Valid U.S. Driver’s License is required.

Work sponsorship is not available at this time. Third-party candidates will not be considered for this position.

Because we are a federal government contractor, we have special restrictions placed on us for hiring foreign nationals into certain key positions within the company. This particular position requires U.S. citizenship.

ACS Professional Staffing will provide equal employment opportunities to all applicants without regard to the applicant’s race, color, religion, sex, gender, genetic information, national origin, age, veteran status, disability status, or any other status protected by federal or state law. The company will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested.

If you have any questions about the job posting, please contact recruiting@acsprostaffing.com

If you have any questions about our Reasonable Accommodation Policy, please feel free to email hr@acsprostaffing.com