Desktop Support Technician I

American Credit Acceptance•Spartanburg, SC

3d•Onsite

About The Position

This position is primarily responsible for driving high levels of customer satisfaction in delivering Tier1 IT services by providing one to one support via ticketing system, phone, and deskside direct support. This position will be required to analyze, research, resolve and document Tier1 IT supportable issues on desktop computers and mobile devices while providing quality customer service. The person filling a PC Technician III position will be expected to display a high level of independent problem solving skills and should be able to deep dive to resolve complex issues in addition to being broadly experienced. The person in this role must be able to time manage and deliver projects on a deadline while keeping up with the daily workflow.

Requirements

0-2 years’ experience ServiceDesk, remote, desk side and end user IT phone support
Ability to demonstrate deeper working knowledge of Active Directory, Microsoft Windows and basic networking appropriate to resolving Tier1 issues quickly and efficiently.
Knowledge of when to escalate and proactively working with Tier2 to get issues resolved.
Proven experience completing projects on deadline while maintaining your day to day.
Must possess a strong ability to multi-task and work in a deadline driven environment.
Must possess the skills to synthesize information, distill relevant facts and reach logical conclusions .
Must possess excellent interpersonal, written, and verbal communication skills.
Must have a positive attitude and the drive to seek constant improvement.
Must have strong organizational skills.

Nice To Haves

Excel skills as they relate to comparing and displaying data preferred.
ITIL experience as it relates to the desktop is preferred.

Responsibilities

Provide EXCEPTIONAL customer to ACA customers, while adhering to ACA Guiding Principles.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Install, modify, and repair computer hardware and software.
Install computer peripherals for users
Collaborate with other groups during a production outage and bridge call situation
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Remotely access hardware or software for clients to make changes and fix problems
Excellent teamwork in an Agile environment
Document tickets as per process and maintain and add to the Service Desk Knowledge Base articles.
Communicate with customers from start to finish of all end user issues while maintaining ownership of said issues
Asking probing questions to determine the nature of an issue and walking customers through problem-solving activities with an eye to resolving as many issues as possible at Tier1 level.
Self-driven individual who can produce solid documentation around the procedures and leverage existing documentation to resolve issues quickly, meeting our SLA’s
Taking the initiative in supporting your fellow techs and capitalizing on opportunities to share your knowledge with the team.
Present professionally as the Face of IT