Desktop Support SpecialistVisit the ACS webpage | Click here to see Profile Desktop Support Specialist 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.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

May perform one or more of the following: The Desktop Engineer applies a broad and in-depth working knowledge of information technology products and services to more complex assignments and assists more experienced staff in the application of technical concepts, practices and procedures.

The incumbent generally is a member of a quick-response customer support team and works with clients over the phone and onsite to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues.

The incumbent operates either independently or as a team to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems.

REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.

Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.

Maintains daily tickets and reports to ensure the highest service levels are maintained.

Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.

Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.

Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.

Education and Typical Years of Experience:   Associate’s degree/MCSE/ MCDST/ A+ certification or equivalent work experience in desktop support and customer service environments.

2-4 years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices.

Strong demonstrated analytical and creative problem solving skills.

Computer literate with proficiency in information systems and software applications.

Good customer service orientation and appreciation of role as ACS representative   Technical Expertise Windows XP installation and deployment ImageX and BDD 2007 imaging technology Office 2003/ 2007 installation and support McAfee Virus Sca

8. 0

8. 5i installation and support ePO Orchestrato

3. 6 patch deployment and reporting WSU

2. 0

3. 0 patch deployment and reporting Active Directory 2003 knowledge of structure and security (GPO) SMS 2003 software distribution and remote control Pocket PC and Blackberry configuration Windows wireless technology Medium level skills in batch file and VB scripting Dell/ HP desktop and laptop support ServiceCente

5. 0 or equivalent ticket management system experience Backup solutions – Veritas support Cisco/ Avaya IP phone configuration   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 866-419-2226 .

  All other duties as assigned.

Emailaccommodations [at] acs-inc [dot] com [dot]

« Apply for Desktop Support Specialist: ACS, A Xerox Company