Enterprise Support & Solutions Admin II

ACV • Dallas, TX

3d • $49,000 - $60,000

About The Position

The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of our IT support services. The Enterprise Support & Solutions Administrator II will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.

Requirements

• High School or GED - required
• 2 - 3 year(s) Industry experience in a fast-paced, high-energy environment
• Ability to read, write, speak and understand English.
• Experience supporting remote users over phone, email, chat and text
• Experience supporting enterprise systems and applications with a 24/7 user base
• Experience using and troubleshooting both Windows and Mac operating systems
• Experience supporting mobile iOS devices, like iPhones and iPads
• Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Ability to take ownership of user interactions and be proactive when dealing with user issues
• Ability and desire to learn new technologies and skills
• Ability to deal tactfully with persons in authority, co-workers, and members of the public

Nice To Haves

• Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plus
• Familiarity with ITIL standards and IT Security compliance standards and practices is a plus

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents
• Provide first level, basic to intermediate technical support to users of ACV’s platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools
• Gather information to identify and assess the nature of incidents and problems
• Record incidents in support ticketing system to maintain a log for escalation to other teams
• Escalate complex issues to higher-level technical resources as needed
• Develop and maintain documentation to facilitate self-service problem solving and process improvement
• Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required
• Stay current with industry trends and emerging technologies to provide informed technical support.
• Perform additional duties as assigned.

Benefits

• Multiple medical plans including a high deductible, low cost health plan
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company’s 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED