Desktop Support / Help Desk Technician

ACC Consumer Finance, a subsidiary of CompuCredit (CCRT), is a focused consumer finance company engaged in the purchase and servicing of subprime auto retail installment contracts originated by automobile dealers. These installment contracts are acquired from manufacturer-franchised dealers in conjunction with their sale of used and new automobiles and light duty trucks to borrowers with limited credit histories or past credit problems. Our Mission is to create and implement a business model that will redefine the auto finance industry and establish ACC as the premier subprime automobile lender. ACC will set the standard for quality decisions, customer care and profitability by exceeding our competition in all aspects of delivery, automation and performance.

 

OVERVIEW:

The Desktop Support Specialist Level II position is responsible for performing support in the installation, relocation, modification, diagnosis, and repair of micro-computers and/or associated peripheral equipment. Focus of position is to minimize system/hardware downtime and to ensure customer satisfaction. Provides customer familiarization, if necessary, and uses diagnostic procedures and test equipment for problem solving.

PRINCIPAL ACCOUNTABILITIES (Essential Functions):

· Performs general maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment

· Performs basic computer hardware and software installations

· Ensures all systems work properly and equipment is packaged and transported correctly

· Escalates problems and issues to a higher level of support. This includes service that exceeds responsetime, repair time, lack of parts, or any other issue that could impact customer satisfaction

· Performs work in compliance within specified warranty requirements

· Ensures all systems work properly and equipment is packaged and transported correctly

· Returns defective modules/parts to maintenance inventory, documents customer depot repairs, maintainsand restocks assigned parts inventory to insure proper spare parts levels

· Arranges for and/or prepares equipment for shipping/receiving, and handles customer pick-upsfor equipment and supplies

· Performs hardware installation, de-installation, moves, adds and changes

· Provides user data and application recovery

· Customizes desktop hardware to meet user specifications and site standards

· Uses diagnostic tools to troubleshoot problems associated with network connectivity, and workstationhardware / software

· Uses tools and methodologies to load, copy and customize operating system configurations

· Familiarize end users on basic software, hardware and peripheral device operation

 

QUALIFICATIONS:

· Able to effectively communicate orally and in writing technical information to non-technical audiences

· Able to effectively communicate with and support all levels of an organization – front line to executive management.

· Strong interpersonal skills

· Strong listening skills

· Able to operate effectively in a team environment with both technical and non-technical team members

· Able to anticipate, identify and resolve problems

· Able to operate with minimal supervision

· Able to manage time effectively, set priorities appropriately, schedule calls

· Able to maintain professional demeanor under stress

· Ability to work independently without direct supervision as well as with a team

· Ability to work under pressure and/or for extended hours

· Understanding of IT principles and terminology

· Ability to work in a fast pace, ever-changing environment and multi-task effectively

 

EXPERIENCE:

· Minimum of one (1) year experience in Desktop Support

· Minimum of one (1) year experience in a Server Administration role

· Skilled with Helpdesk tools and processes eg. Call tracking, knowledgebase, etc

· Experienced with windows domain structure

· Experience with MSI packaging

· Familiar working with Active Directory

· Familiar working with Windows server

· Awareness of process flow

· Overall knowledge of Windows operating system – including Windows 2000 and XP

· Familiar with Altiris Deployment Solution and Notification Server

 

EDUCATION AND TRAINING:

· BS/BA degree in related field required, unless there is relevant, significant work experience.

· Technical degree in a related field required, unless there is relevant, significant work experience.

 

INTERACTION:  

This role will work closely with key departmental and project stakeholders across the organization. Therefore, the ability to work collaboratively and effectively with all levels of management and staff within the organization is a key priority in this role.

SUPERVISORY RESPONSIBILITIES:

· None required for this position.

 

COMMUNICATION AND COGNITIVE ABILITIES:

 

* Excellent communication skills (both verbal and written), including facilitation, as well ability to communicate and support executive team.

* Must be comfortable working in ambiguous and/or stressful situations

* Must be self-motivated and know when to seek guidance

* Flexibility, ability to change priorities quickly, and capacity to handle multiple tasks

BENEFITS:

· Paid Holidays

· Paid Time Off – Accrue immediately

· 401(k)

· Medical/Dental/Vision coverage on the first day of the month following 30 days of continuous employment

· Business Casual Dress code

 

 

Come Join Us!

Please go to www.acc.net or via email your resume to  career@acc.net . Please reference job number # M010-08/SD. 

For additional job opportunities, visit us at www.acc.net.

 

Skills/Qualifications:help desk, desktop support, computer, voicemail