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Job Information
Job title

Technical Help Desk Specialist

Company ACS Inc
Wage between $0.00 - $0.00 Hourly
Location United States, Connecticut, Cheshire
Employment type Full Time
Education High School
Year Experience 1 - 2 Years of Practical Experience
Travel None
Published on 9/22/2009
Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.


Job Summary
Primary responsibilities include answering incoming client calls while providing courteous phone support and triaging of all client end user issues as they relate to hardware and software issues, with the aim of eliminating recurrences and reducing calls to the help desk


Job Requirements
1. Working knowledge of Microsoft Operating systems and product line.
2. 1 or more years of telephone technical support/ customer service experience
3. Hands on PC hardware experience
4. Strong understanding of desktop applications
5. Basic networking experience with Novell and/or NT administration
6. Excellent communication and phone answering skills
7. Excellent typing and grammatical skills
8. Strong problem solving abilities
9. At time of hire, the shift and the expected workdays will be established.
10. Good typing and grammatical skills
11. Microsoft, Novell, WAN certifications a plus


Roles and Responsibilities
1. Answer incoming client calls.
2. Log and thoroughly document all incoming client calls into the appropriate ticketing application.
3. Triage, resolve, close and/or escalate all assigned and/or answered client calls.
4. Transfer unresolved calls to on-site queue and or on-site engineer.
5. Follow escalation procedures:this includes escalation of problems calls through the appropriate Team leader and management.
6. Check the Ticket database queue for any assigned calls and client issues assigned to you throughout your work shift by the Coordinator.
7. At the start or end of each work shift discuss, transfer and/or make aware the shift of any unresolved or open issues.
8. Update the Ticketing System database as required when the status of issues changes.
9. Communicate effectively and courteously with the end user regarding the status and or resolution of each issue.
10. Advise team members and management of any issues that relate to customer satisfaction or if there are problems in getting issues resolved in a timely manner.
11. Keep peers and manager informed of trends, significant problems, unexpected delays.
12. Attend departmental meetings as required and actively participates in all meeting activities.
13. Take the training required, technical as well as interpersonal. Stay abreast of all current technology.
14. Perform other duties as instructed by management.

The shift is 1st shift, Sunday through Thursday.

All other duties as assigned.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.df-tc

Experience/Skills
same as above
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