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Tier 1 Support Specialist- Managed Services
2 months ago
ASSOCIATED COMPUTER SYSTEMS
ACS is a fast-growing company with 40+ years of history. While we’re headquartered in Des Moines, we have clients across the U.S. and several internationally. We’re a holistic, full-service technology provider offering a breadth of services and solutions including managed services, cybersecurity, storage and virtualization, connectivity, application development, IBM Power Systems, and maintenance & contract renewals.
THE PERSON
We are looking for an IT specialist that is dynamic and passionate about supporting clients with technology issues. The Tier 1 Support Specialist- Managed Services is the primary point of contact for clients. They provide comprehensive daily technical support to clients, ensuring the smooth operation of their business technology environments. This includes analyzing problems, prioritizing and troubleshooting issues, and implementing effective incident response procedures to achieve timely resolution.
RESPONSIBILITIES
- Tier One Phone Support: Be the first point of contact for clients, fielding technical inquiries, troubleshooting basic issues, and escalating complex problems to higher tiers as needed.
- Maintain Assigned Ticket Board: Effectively manage your assigned ticketing system queue, prioritizing and resolving client support requests in a timely and efficient manner.
- On-Site Installations and Support: Perform on-site client visits for hardware and software installations, configuration, and troubleshooting as required.
- Daily Client Checks: Conduct comprehensive daily health checks of assigned client systems, verifying functionality and identifying potential issues.
- Log Maintenance: Record the findings and actions taken during daily client checks within designated log systems.
- Auvik Monitoring: Proactively monitor Auvik alerts for potential issues within client environments, initiating appropriate troubleshooting and mitigation strategies.
- Incident Management: Create and manage tickets for identified problems, including failed server or workstation updates, ensuring timely resolution and clear communication with impacted clients.
- After Hours On-Call Support: Participate in a rotational on-call schedule to address critical technical issues arising outside of regular business hours.
- System Updates: Perform updates for client workstations and servers, ensuring smooth operation and adherence to security best practices.
- Network Device Management: Manage firmware updates for Meraki network devices, optimizing network performance and security.
Required
· 1-2 years IT experience
Desired
· An IT specialist who would like to grow with ACS
· Certifications within the IT field : CompTIA A+, CompTIA Security +, etc
WHY ACS
We live by our values:
Passion: Passion is the fuel that drives our company and us to excellence. We are motivated and dedicated to reaching our full potential each day. We work in an enthusiastic and energized environment that creates a fun and positive experience for all.
Respect: We treat others the way we expect to be treated. We maintain the highest ethical standards delivered in a caring, honest, and trustworthy manner. We are reliable, dependable, and highly responsive.
Dynamic: Our imaginative mindset embraces challenges and energizes our quest for new ideas, knowledge, and superior technology to meet the ever-changing needs of our clients. We are conscientious in our work, extremely versatile, and adaptive. We simplify technology.
Leadership: We lead from the front and are an example of excellence. Resourcefulness and hard work are evident in all we do. We are confident and dedicated to shaping our future.
SCHEDULE & LOCATION
2pm-11pm Monday-Friday
On-Call 1 weekend a month
Based at our Des Moines office
Potential for hybrid after training
Benefits
17 days PTO, seven holidays, two floating holidays, designated bereavement time off, 401K Safe Harbor after one year, medical, vision, dental, life insurance, short-term and long-term disability, and monthly cell phone stipend. Snacks and coffee, happy hour, company engagement activities, Wellness program, Professional development assistances.
