Technical Helpdesk Supervisor in Boston, MA

We're here to help.

In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.

We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.

It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation.

Duties and Responsibilities:

The Technical Support Specialist will provide help desk support to over 100 employees including setup, maintenance, and basic repair of all computer equipment.

The Technical Support Specialist is also the point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes: installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. This individual will troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate manner.


Deliver excellent customer service onsite and via the telephone including:
o Building rapport with the client
o Making them feel comfortable with working with you
o Inspiring confidence in the solutions you are delivering
o Being conscious of their time and level of frustration
o Following up when you say you will
In this role you will:
*Provide Help Desk support (hardware, software, and network problems)
*Maintain PC hardware, software, and peripherals in a network environment
*Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
*Maintain servers, including e-mail, print, and backup servers and their associated operating systems and software.
*Perform on site analysis, diagnosis, and resolution of complex desktop problems for end users and recommend and implement solutions, including on site repair for remote users as needed
*Perform on-site analysis, diagnosis, and resolution of network problems for a variety of end users, and recommend and implement corrective solutions, including repair.
*Implement performance upgrades to PC boxes, including the installation of CPU's
*Collaborate with network administrators to ensure efficient operation of the company's desktop computing environment
*Administer and resolve issues with associated end user workstation networking software products when warranted
*Respond to inquiries regarding desktop problems in a timely manner
*Interact with clients on a daily basis to ensure excellent service and client satisfaction

The successful candidate will have:
*At least 3 years application support experience in the IT services field
* Passion for teamwork, continuing education, problem solving and exceptional customer service
*Customer service attributes such as being well spoken, outgoing, organized, detailed-orientated, dependable and flexible
*College and/or appropriate tech school or equivalent experience, relevant certification a plus
*Experience with hardware repair and replacement for most major brand PCs, assemble/ setup/build PCs, workstations, and servers
*Ability to configure laptops and PCs for Remote Access Service (Cisco VPN
*Knowledge of MS Exchange configuration/MS Outlook setup
*Extensive knowledge of DOS/ Win98/NT4/2000/XP, Office 97/2000/XP/2003 Professional, Microsoft Networking
*Knowledge of standard PC and workstations
*Knowledge and local and networked printers
*The ability to effectively prioritize and execute tasks in a high pressure environment




All other duties as assigned.

Primary duties of the Technical Helpdesk Manager and Technical Helpdesk Director may include the above duties as well as one or more of the following:

Plans and implements major initiatives related to the support center.

Performs complex feasibility studies, life-cycle analysis and cost/benefit studies.

Plans and establishes priorities and manpower utilization.

Selects and manages subordinates to achieve overall objectives.

May write or lead proposals that require a high level of functional or client expertise

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-.
Experience: 3-5 tears experience

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