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Desktop Support-Administrator

ACS Solutions

This is a Full-time position in Lexington, KY posted November 30, 2021.

EUS Deskside Engineer:
Performs Problem determination and resolution for End User Devices (including Equipment and Software issues), in accordance with the requirements of the End User Services and associated Service Levels.

  • Performs install, move, add, and change (IMAC) activities, as well as data backups and restores as applicable. Serves as the main interface to Authorized Users.
  • Coordinates Incident and Problem resolution with other Towers, as applicable. Supports Authorized Users and End User Devices and performs break/fix and refresh activities as required by Customer.

Required Skills and Experience:

  • Demonstrated understanding of the Customer IT Environment
  • Demonstrated technical knowledge of supported platforms (e.g., Equipment, Software, Windows or Apple PC platform, supporting Network)
  • Proficient communication skills
    • Remote Troubleshooting (Phone / Chat)
  • Demonstrated technical experience supporting mobile devices (iOS Devices)
  • Mobile device management utilities (MobileIron)
  • Remote Desktop support experience
    • RDP, Kaseya, Bomgar, LogMeIn
  • Work experience and extensive knowledge of Windows builds and Software break/fix
  • VPN Support
    • AnyConnect
  • Working knowledge of the Customer ITSM Tool
  • Working knowledge of Software distribution tools and Active Directory
    Education and Certification:
  • Formal IT training or related technology associate’s degree or technical certification (e.g., MSA, MCSE, ACMT, ACSP)
  • 20 hours of ongoing professional training per year
  • Executes tasks relating to deployment and distribution of Software packages in accordance with the agreed upon schedule.
  • Performs pilot distributions to ensure compatibility with the Customer IT Environment. Leverages Customer’s Software distribution management tools (e.g., Microsoft SCCM).
  • Email App Support
    • Outlook
    • Lotus Notes
    • Mobile Client